How to Handle Workplace Conflict
How to Handle Workplace Conflict
Conflict is bound to happen because; people sometimes disagree.
The big question is: How well do you handle conflicts?
Some people don't handle conflicts very well because they come-on too strong; they say too much and they make the situation worse.
On the other hand, some people are too passive and don't say anything.
The best way forward is to find the middle ground between "coming on too strong" and "not saying enough".
Learn how to manage conflict situations logically, confidently and quickly.
How to Perfect your conflict management skills
The first step is to realize that Conflicts come in two basic types.
- Conflicts that based on poor communication.
- Conflicts based on poor behaviour.
Managing conflict based on poor communication.
Many conflicts are based on poor communication that later lead to misunderstandings. Then the misunderstandings cause "wrong actions" and therefore conflict situations.
Your aim is to minimise the chances of conflict by specifying your message and doing everything possible to eliminate misunderstandings.
Define all ambiguous messages, such as "I need that document, ASAP" or "Please make sure you come appropriately dressed".
Use quantitative, numerical language, whenever possible. Put numbers on your message. "I need that document, ASAP, no later than 6pm today."
Identify time lines so that there is no confusion about dates and times.
Always try to make your language positive, friendly, assertive and exact. Beware of unintended negative commands such as:
- "Don't panic!"
- "Don't worry"
- "Don't be late, tomorrow"
Give positive commands such as, "Stay calm". "Make sure you are there before 9 o'clock".
Don't allow your message to have multiple possible meanings.
You need to make sure that there is only ONE possible meaning derivable from your message.
What are the correct principles of rational conflict management?
Use your sense of logic and reason to resolve conflict; don't use avoidance, nor high emotions such as anger or upset.
When in conflict, never criticise their personality. Instead, comment only on their behaviour.
When in conflict, use only factual specific language. Don't use emotionally charged, opinionated, derogatory or accusational language.
If you can, always prepare your message in advance. Think about what you will say, and think about what you will refrain from saying.
Make sure you get the time and place right. Don't have the conflict in front of a big audience.
Don't argue about the past; you can't change the past. If you are going to argue, then make sure that you are arguing about the future.
You can change the future. You can't change the past.
Be very aware of your voice tones and body language. Don't point your finger at anyone.
When in conflict, never shout at people. Instead, speak slowly and calmly with low voice tones.
Please, never swear or make threats. Instead, make some logical suggestions as to the best way out of the conflict situation.
If the person makes any move towards doing what you want, then give immediate praise for any positive move, on their part.
If you have gained an agreement; don't linger. Leave!
When in conflict keep control of your word.
Conflict Management Training Course Quiz
People disagree, so conflict needs to be resolved quickly and without fuss. Try our Conflict Management Course quiz to discover where your conflict skills are strongest, and where they are not so strong.
Conflict Management Training
Conflict is inevitable, because people disagree. Therefore, you must be able to handle conflict situations effectively. You must know how to be assertive, clear and professional (not emotional, upset and angry) whilst in conflict. If you want to learn more on how to achieve this, please click here to see our conflict management training.
Definition: Conflict management
Conflict management is a business process you use when people clash at work. It works only when you first uncover the real cause, then talk in a clear, calm way, shift the talk towards a fair plan for the future and keep respect for every person at all times. Lose any step and it is no longer conflict management.
Show CG4D Definition
- Finds and states the true cause of the clash
- Uses clear, calm talk to share facts and needs
- Creates a fair plan that looks to the future, not the past
- Keeps respect for all people through every step
Article Summary
Workplace conflict is normal, but you can turn tension into progress when you speak in clear, positive words, stay calm, focus on facts and the future, and act fast to find middle ground both sides accept.
Frequently Asked Questions
Here are some questions that frequently get asked about this topic during our training sessions.
What is the first step to handle workplace conflict?
How can clear communication prevent conflict?
Why avoid negative commands like "Don't panic" during conflict?
Should you discuss past actions during a conflict?
How can body language affect conflict outcomes?
What tone of voice works best in a heated talk?
How do you praise progress during conflict resolution?
Thought of something that's not been answered? Ask Us Today!
Did You Know: Key Statistics
CIPD Workplace Conflict Survey 2024 shows 35% of UK employees faced a serious conflict with a colleague in the past 12 months. Gartner HR Study 2024 finds teams that resolve disputes within 48 hours complete projects 25% faster than teams that delay action.About the Author: Chris Farmer
Chris Farmer is the founder of the Corporate Coach Group and has many years' experience in training leaders and managers, in both the public and private sectors, to achieve their organisational goals, especially during tough economic times. He is also well aware of the disciplines and problems associated with running a business.
Over the years, Chris has designed and delivered thousands of training programmes and has coached and motivated many management teams, groups and individuals. His training programmes are both structured and clear, designed to help delegates organise their thinking and, wherever necessary, to improve their techniques and skills.
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Further Reading in Conflict Management and Handling Difficult People
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Fixing Bad Relationships at Work
Struggling with conflict? Fixing workplace relationships needs clarity, rationality and positivity. Use calm language, drop verbal anger and rebuild trust.
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Conflict Resolution Training - How to Manage Conflict
Conflict resolution training helps staff replace anger with facts, choose worthy battles and keep core principles. Learn rational skills to manage conflict.
Read Article > -
Is the Karpman Drama Triangle Good for Resolving Conflicts?
Discover why the Karpman Drama Triangle fails and how a clear, rational, positive approach creates faster, fairer conflict management that benefits every side.
Read Article > -
Management skills training - Giving constructive criticism
Learn how to give constructive criticism that fixes mistakes, lifts performance and protects team morale. Clear steps, real examples, expert tips for managers.
Read Article > -
Dealing With Conflicts of Interest Within a Team
Learn proven steps for conflicts of interest in teams: link every choice to the company aim, apply the three-circle compromise, and let a decision maker act.
Read Article >
Looking for Conflict Management Training?
If you're looking to develop your Conflict Management and Handling Difficult People Skills, you may find this Conflict Management Training Course beneficial:
Open Training Course Pricing and Availability
Next Open Course Starts in 13 days, Cambridge , places available