What is conflict resolution?

What may be defined as a 'conflict' includes a broad range of disputes and disagreements. That said, most workplace conflicts can be classified as one of the following:

Substantive conflicts, also known as task conflicts, arise from disagreements among individuals collaborating to reach a common goal. Substantive disagreements may stem from conflicting views on the task itself, how best to approach it and each role in the solution, and are further exacerbated by differing options, ideas or experience. These conflicts are more tangible and relate to specific problems to be solved.

Affective (or interpersonal) conflicts stem from differing personalities and other incompatibilities and are not directly related to any specific task. These kinds of conflicts are most often characterised by negative feelings and emotions, such as frustration and anger.

Conflict in the workplace can come from many multiple sources, including:

• Unrealistic expectations
• Unfair treatment
• Unclear roles or responsibilities
• Ineffective communication
• Restricted opportunities
• Insufficient training
• Unanticipated changes
• Incompatible business values
• Conflict avoidance (ignoring problems rather than working to resolve them)

Anxiety is not conducive to productivity. Embattled employees have less time and energy to apply toward their work. At the same time, stress has been shown to decrease activity in the prefrontal cortex, effectively reducing an individual's ability to make intelligent decisions. Quickly resolving conflicts eliminates this stress and gives your people the chance to focus on the tasks at hand.

How effectively you address conflicts has a direct impact on employee satisfaction and your overall company culture. This likewise helps inspire retention and productivity among your staff, but one additional benefit is an improved reputation. Happy employees like to share their positive experiences with others, which can help your organisation develop a positive reputation among customers and prospective hires.

Employees aren't the only ones who pick up on the stress associated with negative conflict. Resolving interpersonal and task-related disagreements quickly helps ensure that the people that you do business with have a positive experience with your company.

How you approach a conflict and the outcome you determine will depend heavily on the strategy that you employ. Most conflict resolution strategies fall into one of the following four categories:

• Arbitration
  An objective third party is brought in to listen to both sides of the conflict and make a final decision. This strategy resembles a courtroom, with the third party acting as final judge in the proceedings.
• Mediation
  Mediation likewise includes an objective third party, but rather than rendering judgement this individual works directly with the parties involved to explore options, consider possibilities, and find a resolution that everyone involved is willing to pursue.
• Negotiation
  Similar to mediation, negotiation works to create a solution that both parties can agree on. The difference here is that negotiation takes the form of tradeoffs and concessions, with both sides revising certain demands in exchange for specific compromises.
• Litigation
  In certain rare situations—such as discrimination or harassment—workplace confrontations may only be resolved in court.

As mentioned above, good conflict resolution does not mean the absence of conflict; it simply means that conflict is addressed in a positive and productive way. Although every business is different, faces diverse types of conflict, and will likely need to tailor their approach to meet their own unique needs, the following process is a tried-and-true approach to resolving most conflict in the workplace:

• Recognition that a problem exists
  Before any conflict can be resolved, it must first be identified. The parties involved and any mediators must be made aware of the problem.
• Agreement to find a resolution
  In most cases, both sides of the disagreement will need to work together to put aside their differences and find a solution. This generally starts with a simple agreement that each party will do their part to reach this goal.
• Understanding of perspectives
  Resolution begins with understanding. Allow each party to share their views and opinions free from antagonism.
• Identification of triggers
  Knowing what factors (such as specific actions, phrases or approaches) led to conflict can help prevent future issues from getting out of hand
• Mediation from objective parties
  A representative from management or the HR department may be necessary to keep the process professional and help everyone involved focus on the goal of finding a solution.
• Willingness to compromise
  With the issue identified and both sides having shared their views, it is now essential that each party understand that finding a solution may mean compromising on some area. If both parties are willing to compromise, then they will likely be able to meet in the middle with a satisfactory resolution.
• Planning
  Everyone involved should work together to create a plan for addressing the differences that led to the conflict.
• Monitoring the impact of any agreements for change
  With a plan in place, it must now be monitored closely to determine how effective it is. Plans may need to be revised before they lead to positive resolutions.
• Disciplining or terminating employees who resist efforts to defuse conflicts
  In some cases—such as those associated with harassment or discrimination, or when one party is unwilling to work towards a solution—the issue may need to be escalated. This can involve disciplinary action, including employee termination.

As a mediator responsible for promoting positive conflict resolution, you will need to develop and apply certain essential skills. Here, we highlight several areas of competency that may play an essential role in addressing and resolving workplace disputes:

Conflict is a natural and often-essential part of collaborating within a business environment. But when conflict stops being productive, successful organisations apply conflict resolution strategies to help get everyone back on track working towards their goals. How your business approaches workplace conflict can have a significant impact on your workplace culture—and your bottom line. This is why it's essential to have the right HR tools, resources and support. HR Service Delivery makes this possible.

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