Conflict management describes techniques for fairly and efficiently identifying, mediating, and resolving workplace disagreements and other issues.
People are social by nature—we are often happiest and perform at our best when we are with others. But sometimes that social aspect can create discord; working in an office environment, or even working remotely as a team, creates situations where differing personality types may have to come into contact with one another to cooperate on shared tasks. And while opposing viewpoints have been shown to foster creativity and problem-solving, there are instances where clashes may arise due to incompatible values, approaches, or needs, leading to disruptive conflicts. And if left unaddressed, these conflicts can easily spiral out of control.
Conflict management is a strategic approach that provides businesses with a structured plan of action for effectively and amicably addressing conflicts. It involves acknowledging and understanding the underlying causes of conflicts, employing appropriate communication techniques, and implementing actionable plans to resolve disputes and prevent their escalation. By promoting open dialogue, active listening, and empathy, conflict management aims to create a conducive work environment where friction is addressed promptly, fostering cooperation and enhancing productivity in the process.
Conflict is normal; not everyone in a company is going to be fully compatible, and it is those differences that allow teams to explore perspectives and opportunities that they otherwise would not have encountered. That said, unhealthy conflict in the workplace can have significant detrimental effects on both individuals and organizations. It can lead to increased employee turnover, decreased employee engagement and satisfaction, loss of revenue, reputational damage, and (in extreme cases) disruptive or violent confrontations. These consequences highlight the urgent need for effective conflict management strategies.
Conflict management plays a crucial role in countering these dangers and promoting a healthy work environment. By addressing conflicts promptly and showing respect for those on both sides of the argument, organizations can reap many benefits.
These benefits include:
Faster resolution Implementing effective conflict management practices allows organizations to resolve issues more efficiently, minimizing their negative impact on employee productivity. By swiftly addressing conflicts and finding mutually agreeable solutions, teams can refocus their energy on their work.
Improved colleague relationships Employees do not have to like everyone they work with, but they do need to be able to collaborate. Conflict management helps build better working relationships among colleagues by encouraging open dialogue and active listening. Conflicts can be transformed into opportunities for growth and collaboration, fostering trust and creating a positive working atmosphere where team members are more willing to consider every viewpoint.
Positive company culture Negative, discordant behavior can seep into the very fiber of an organization. On the other hand, a healthy and proactive approach to dealing with conflicts cultivates a positive company culture. Organizations that prioritize conflict management discourage behaviors like gossip, favoritism, and intentional sabotage. Instead, they promote transparency, accountability, and constructive communication, all of which contribute to an environment where employees feel valued and supported.
Enhanced employee capabilities Conflict resolution brings individuals together to find solutions. By involving all parties and encouraging their active participation in resolving the issue, conflict management fosters teamwork and cooperation. This allows team members to not only resolve problematic disagreements; it also contributes to the development of skills associated with negotiation, compromise, and problem-solving, which can all have a lasting positive impact on the overall dynamics and effectiveness of the team.
Conflict management and conflict resolution are two related but distinct concepts. And while they share similarities (particularly in terms of purpose), understanding their differences and how they complement each other can provide crucial context for appropriately and effectively addressing conflict in the workplace.
Conflict resolution primarily focuses on addressing the underlying conflict or dispute at the core of the issue, aiming to find a mutually satisfactory solution that satisfies the interests and needs of all parties involved. Conflict resolution involves identifying the root causes of the conflict, facilitating open dialogue, and employing negotiation and problem-solving techniques to reach a resolution. Its ultimate goal is to heal the conflict and restore harmony.
By way of comparison, conflict management encompasses a broader approach to handling differences and disputes within an organization. It is a comprehensive system or framework that guides the organization in proactively and constructively managing conflicts to facilitate conflict resolution. Conflict management involves creating strategies, policies, and procedures to prevent conflicts from escalating, providing a structured approach to addressing conflicts when they arise.
Different situations call for different approaches to conflict resolution. Understanding the various conflict management styles can help individuals and organizations choose the most appropriate strategy for effectively addressing conflicts. Here are five common conflict management styles, along with the strengths and weaknesses they bring to the table:
Collaborating involves a cooperative and integrative approach where all parties work together to find a mutually beneficial solution. This style emphasizes open communication, active listening, and brainstorming, and is widely recognized as the best overall approach to conflict management by fostering creativity and long-term relationship building.
However, if there is a downside to the collaborative style of conflict management it's that it can be time-consuming. Additionally, collaboration requires a high level of trust and commitment from all involved parties—if someone is unwilling to work toward a solution this approach starts to fall apart.
Similar to the collaborative approach, compromising demands that everyone involved in the conflict be willing to work together to find a solution. The difference is that while collaborating is focused on resolving the conflict in a way that everyone can be happy about, compromising instead ends with a solution where no one is fully happy. Instead, it seeks a middle ground where both parties make concessions to reach a solution that may not be optimal for either party but is at least acceptable for everyone.
This approach emphasizes fairness and can be effective in situations where time is limited or when there are equal power dynamics between parties. However, compromises probably will not fully satisfy either party's needs and could result in a suboptimal solution or may plant the seeds for additional future conflict. Often, organizations will fall back on compromising when collaboration proves to be impossible.
Accommodating involves prioritizing the needs and interests of others over one's own. This style aims to maintain harmony and preserve relationships. One party decides to 'be the bigger person' or to make an altruistic gesture by allowing the other party to get what they want.
The accommodating approach can be useful when preserving the relationship is more important than the immediate issue at hand or when one party has a significantly stronger position. However, excessive accommodation can lead to personal dissatisfaction and potential exploitation by colleagues.
Competing is a confrontational and assertive style where one party strives to satisfy their own needs and interests without considering the needs of others. This 'everyone for themselves' approach may result in fast solutions but does little to address the underlying causes of the conflict. Instead, it creates a work environment where the most obstinate parties are the ones that consistently have conflicts resolved in their favor, while the needs of less confrontational individuals go unaddressed.
This style may have some limited utility in situations that require quick decision-making or when a clear hierarchy must remain in place. However, these advantages typically fail to compensate for the problems this approach introduces—poor employee relationships, increased resentment and dissatisfaction, and a lack of any sort of compromise can seriously harm long-term collaboration and teamwork
The final approach to conflict resolution is hardly an 'approach' at all. Avoiding involves ignoring or postponing the conflict altogether, such as by reassigning employees to different teams or functions, or simply by telling the involved parties to drop the issue for the time being.
This style can be effective when the disagreement in question stems from something trivial or when emotions are running high and need time to cool down. However, continuous avoidance can lead to unresolved tensions, deteriorating relationships, and missed opportunities for growth and improvement. Also, it should be understood that avoiding certain issues could have legal ramifications; ignoring conflicts that involve harassment or discrimination can lead to lawsuits or other penalties.
Effective conflict management necessitates an intentional approach. To ensure that an organization is creating the best solutions for addressing and resolving internal workplace conflicts, there are several best practices that are worth considering:
Be aware of conflict Recognize the signs and early indicators of conflicts to address them promptly and prevent escalation. Acknowledge that conflict happens, and that when it does it should be addressed.
Take a considerate and rational approach Approach conflicts with empathy, respect, and objectivity, focusing on finding a solution rather than assigning blame.
Investigate the situation Gather all relevant information and perspectives to understand the underlying causes and dynamics of the conflict before beginning any sort of arbitration.
Decide how to proceed Choose an appropriate conflict resolution approach or technique based on the nature and severity of the conflict.
Let everyone have their say Create a safe and inclusive environment where all parties involved can express their thoughts, feelings, and concerns openly and without fear of reprisal.
Identify options and agree on a way forward Collaboratively explore different solutions and options, considering the interests and needs of all parties, to reach a mutually agreed-upon resolution.
Perform a post-conflict review Regularly assess the progress and effectiveness of the conflict resolution process, adjusting as needed.
Consider preventative strategies for the future Once the conflict has been resolved, review the experience and identify preventive measures or strategies to minimize the occurrence of similar conflicts in the future.
Effective conflict management requires a range of skills to navigate and resolve disputes. The following skills play a crucial role in promoting understanding, fostering collaboration, and achieving successful conflict resolution:
Strong communication skills are essential for conflict management, allowing for the expression of viewpoints, active listening, and constructive dialogue. Communication facilitates understanding between different perspectives, helps avoid misunderstandings, and enables both parties to collaborate on potential solutions.
Recognizing and managing one's own emotions and empathizing with the emotions of others is likewise crucial. Emotional intelligence allows individuals to navigate conflicts with understanding and self-awareness.
Empathy is the ability to understand and share the feelings and experiences of others. It plays a vital role in conflict management by fostering a sense of understanding, building trust, and facilitating open communication. Empathy helps individuals appreciate different viewpoints and find common ground for resolution.
Conflict management often requires thinking outside the box, exploring alternative solutions, and finding win-win outcomes where none seems possible. Creative problem-solving allows for the identification of mutually beneficial resolutions that address the underlying needs and interests of all parties involved.
People are social by nature, but sometimes we need a little help to get the most out of our natural inclination towards association. Conflict in the workplace pits teams and employees against one another, creating a dissatisfying company culture, decreasing productivity and efficiency, and encouraging even the best talent to consider other employment options. Thankfully, the right approach to conflict management can make a significant difference.
ServiceNow, the leader in IT management solutions, provides the resources and support you need to manage and resolve conflict in your organization. HR Service Delivery (HRSD) creates a unified and comprehensive HR solution. Built on the award-winning Now Platform®, HRSD offers a fully unified work experience while providing fast access to essential information and services through embedded employee channels. These advanced tools help ensure clear collaboration and communication for all involved, so that when conflicts arise, they can be identified and resolved positively, and before they have a chance to harm your business.
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