Workplace conflicts are disagreements that arise from differences in interests, desires, opinions, beliefs, needs, and values among people who work together. When conflict is managed effectively, productivity and engagement will increase, teams will make better decisions which will result in positive outcomes. Supervisors who have good conflict resolution skills can successfully resolve tense workplace situations in a way that leaves all team members feeling heard, respected, and motivated to continue performing at their best.

 

The main reasons for workplace conflict are:

1. An employee believes they may have been discriminated against or harassed by another employee.
2. Employees (or departments) communicate poorly, resulting in misunderstandings, inefficiencies and mistakes.
3. Employees who work together have vastly different personalities and working styles.
4. Employees in different divisions have opposing objectives and competing priorities.

When conflicts occur, it’s important to address them in a timely fashion. If problems are left unaddressed, they can damage team bonds and relationships, sometimes irretrievably. Below are key steps managers can take to resolve team conflict:  

1. When you receive a complaint from an employee, actively listen, give your full attention, maintain eye contact, and avoid interrupting. Acknowledge feelings, validate the employee's emotions and express understanding. If applicable, assure the employee that their concerns will be handled discreetly. This may not always be possible, so do not give this assurance if you are unsure. Take appropriate action and keep the employee informed of progress.
2. Keep communication open and clear. Depending on the situation, you may need to meet with colleagues separately first before inviting them to a face-to-face meeting in which differences can be aired. Meet at a neutral, impartial location like a conference room. 
3. Talk with everyone on all sides. Be empathetic to what colleagues might be feeling. As you listen, pay attention to areas where there are commonalities in goals, interests, and strategies, as well as misalignments that might be used in a resolution that serves everyone’s interests. 
4. Avoid using email to discuss or resolve conflicts. Instead, meet in person where tone of voice indicates intent, or at least meet via video conference.
5. Provide a cooling-off period when things get hot. When conflicts arise, think twice before addressing them in the heat of the moment. Allow for a period of reflection, providing team members with written questions they can reflect on. In a later meeting, colleagues can be given an opportunity to ask questions and respond.
6. Focus on the problem, not the individuals. Acknowledge that there is a problem and be patient in taking time to understand every dimension of what is occurring.
7. Identify points of agreement and disagreement. Consider what a team member’s interests may be, and where there are points of alignment. Workplace conflicts often arise because different team members have different ideas about how to achieve a common goal. Address this problem by framing the conflict with the College’s broader mission and values. Those values should guide interactions and help make a path forward clearer.
8. Develop a plan to help resolve an issue, establish guidelines and prioritize actions and goals. 
9. Act decisively and follow through. Once you are able to identify a potential resolution, don’t procrastinate but act on it.
10. If conflict in your team results in employee altercations, ensure safety first. Immediately address any safety concerns and separate the individuals involved.

• Call Campus Safety, who will collect statements from those involved and any witnesses.

• Consult Human Resources, who will determine the appropriate next steps.

• Document the incident. Keep detailed records of the altercation and steps taken. These documents will provide legal protection, track patterns, keep all parties accountable and ensure transparency.

• Create a positive workplace culture. Foster an office culture of civility. Employees should feel safe about voicing their concerns about how work is being conducted without fearing retribution.

11. Engage the Office of Human Resources. Contact your Human Resources representative.