Developing effective conflict resolution skills is important, particularly for leaders. Good conflict resolution skills tends to lead to good employee retention, a healthier and safer working environment, higher productivity and a happier workforce.

Queensland government research has found that up to 30% of a typical manager’s time is spent on dealing with disputes, so the better a manager is able to resolve conflict, the more time they will have to spend on other matters.

Some of the common causes of workplace conflict include:

• a breached agreement
• skills deficits
• a lack of information
• a misunderstanding
• conflicting interests
• conflicting values
• discrimination or harassment
• mental illness
• personality style
• scarce resources
• organisational problems
• corrupt or fraudulent intent

These can be broken down into two main categories:

1. Communication - where there is a lack of information, poor information, no information or misinformation, conflict is almost inevitable. Clear, concise, accurate, and timely communication often helps to reduce the severity of conflicts and their frequency.
2. Emotions - Things can be said in the heat of the moment which the person may end up regretting. They may be indulging their emotions instead of protecting their future and working collaboratively.

Tips for handling conflict in the workplace

1. Define acceptable behaviour

Having a definition proves to be a positive step forward for many organisations. It lets people know what is expected of them, and what will and will not be tolerated. It can also help to have a clear chain of command. Encourage team building, talent management and leadership development. Make the levels of tolerance known.

2. Confront issues when they arise

Conflict should be prevented whenever possible. This could be done through seeking out areas of potential conflict and intervening. Be just and decisive. Where conflicts do appear, act quickly to avoid it becoming a larger issue.

3. Stay calm

Conflict is often the result of escalation. If we stop and listen, trying to understand, then conflict becomes less likely. Try not to argue back, but to look at the big picture.

4. Understand motivations 

If you understand people’s objectives, then conflict can often be avoided. If you can help other people achieve their goals, then there are likely to be fewer obstacles.

5. Find the points of commonality

Be empathetic and try to understand where the other person is coming from. Normalise the situation in order to calm things down.

6. Maintain a collaborative attitude 

Through working collaboratively with others and allowing them to have their say, you will be able to obtain better results. Furthermore, if conflict is handled well, then all are likely to be on board with the final decision, even if their objections are overruled.

7. Prioritise areas of conflict 

Don’t get caught up in a small conflict while avoid a bigger and much more important one. Deal with matters in terms of their importance.

8. Listen

Don’t just listened in order to formulate an argument. Listen to try to understand. Hear them out. The best point to reach is when people start to trust you. This can be achieved through active listening.

9. Treat people respectfully

If you don’t understand a viewpoint or actions, ask the person to explain it further. This can result in further clarity and the situation may be resolved more quickly and amicably.

10. State your case tactfully

State your priorities, beliefs and attitudes. Help people to understand your position without making them defensive. Explain that you need to gather more information if required.

11. Don’t be afraid to apologise

If you are a participant in the conflict, apologise. This doesn’t mean you need to accept the entire blame, but take responsibility for your actions which have helped to create and sustain the conflict. Find a way to move forward from the situation.

12. Get mediation 

It may be possible to involve a neutral third party trained in mediation principles to help those in dispute to find their own solutions.

There is nothing wrong with people having opposing points of view – in fact this can help to stimulate innovation and learning through exploring differing opinions – but make sure that discussions are respectful and that people’s opinions are heard. Keeps the lines of communication open and try to close any gaps in understanding.