What is Conflict?
Conflict arises from the differences between two or more people (or groups of people), due to a difference in thought process, attitudes, understanding, interests, requirements or perceptions.
Conflict is often characterised by tension, disagreement, emotion or polarisation – and the most serious conflicts can lead to either psychological or physical aggression and violence, including violence towards yourself (self-harm).
According to the Health & Safety Executive (HSE), work–based aggression and violence may be defined as ‘any incident in which a person is abused, threatened or assaulted in circumstances relating to their work’.
The British Crime Survey reports that ‘workers in protective service occupations (eg. police officers) are most at risk of violence at work. High rates are also shown for workers in transport, health, retail and leisure (pubs) sectors.’ So it’s important for workplaces and employees to understand how to manage conflict effectively to mitigate risk.
What is Conflict Management?
Conflict management is the process of limiting the negative aspects of conflict while increasing the positive aspects of conflict. The overall aim of conflict management is to enhance positive outcomes and learning.
In fact, well-managed conflicts can bring enormous benefits to both individuals and organisations. Properly managed conflicts can help people to be more innovative and can create stronger interpersonal bonds, build effective teams and improve overall organisational performance. The key is to openly face issues and negotiate a win–win outcome in every conflict situation.
In this blog, we explore 5 ways to effectively manage conflict within the workplace:
1. Effective Communication
Encourage open and honest communication among team members to address conflicts before they escalate. Provide a safe space for employees to express their concerns and actively listen to others' perspectives.
Top Tip: It’s good practice to encourage employees to feel comfortable resolving conflicts themselves, but with support from their manager, mentor or third party, if needed. Add this to your next 1-2-1 to start the conversation.
2. Mediation
Introduce a neutral third party, such as a manager or HR representative, to facilitate a conversation between conflicting parties. The mediator can help identify the underlying issues, find common ground and guide the participants towards a resolution.
3. Collaboration
Encourage teamwork and collaboration to foster a positive work environment. Emphasise the importance of finding mutually beneficial solutions rather than trying to "win" the conflict. Encourage employees to work together and seek compromises that satisfy everyone involved. This should be ingrained within your workplace culture.
4. Training and Development
Provide training programs on conflict resolution and interpersonal skills for all employees, especially managers. This will equip them with the necessary tools and techniques to handle conflicts effectively, promoting a harmonious workplace environment. For more information about the training courses we provide, find out more below.
5. Encourage a positive work culture
Foster a culture of respect, understanding and empathy among employees. Encourage them to practice active listening, conflict resolution skills, and open-mindedness. By promoting a positive work culture, conflicts can be minimised and employees can work collaboratively towards common goals.
If you’d like to learn more about conflict management, sign up for our 30-minute Conflict Management course.
This course is specifically designed for people undertaking front-line duties, or who may otherwise come into contact with customers, service users, residents, contractors or members of the public during the course of their work.