Mastering conflict resolution: how to successfully deal with arguments in the workplace

Clashes of opinion are inevitable. Diversity of perspectives fuels creativity but can also give rise to conflicts that, when left unchecked, undermine team cohesion, productivity, and overall morale. The ability to handle disagreements is an important skill for everyone within an organisation, no matter the ranking. In this article, we'll explore the complexity of conflict resolution in the workplace, delving into its root causes, navigating conflicts with challenging personalities and the role of leadership.

Root causes of workplace conflicts

Conflict in the workplace can arise from many factors, some of the most common triggers include:

1. Differences in opinions and perspectives. Diverse teams bring together individuals with varying viewpoints and approaches. Disagreements in perspectives can escalate into arguments.
2. Miscommunication. Simply phrasing something poorly or using an inappropriate tone can cause misunderstandings and arguments.
3. Unresolved conflicts from the past. Lingering tensions from previous disagreements can resurface and amplify present conflicts. It's important that you address issues when they arise instead of allowing them to fester and snowball into something bigger.
4. Power dynamics. Hierarchical structures can sometimes contribute to arguments, especially when individuals feel their opinions are being disregarded or overridden due to their position.

There are many more causes of conflict in the workplace. This list illustrates that identifying the underlying cause of an argument is key to resolving a conflict.

Strategies for dealing with conflict

You can apply strategies to defuse tensions, including:

1. Clear communication. Be specific about what is bothering you and why it's bothering you, and tell the other party(s).
2. Remain civil and professional. Regardless of what the other party says, avoid making personal attacks or exaggerations. Focus on the issue at hand.
3. Listening actively. Listen without interrupting the other person and try to really understand where they are coming from.
4. Compromising. Truth is sometimes subjective, so consider that the other person could have a valid point. Being right is not what's important. If it's best to compromise or agree to disagree, do so.
5. Avoid misunderstandings. If you're unsure about a point someone is making, ask for clarification to prevent misunderstandings and the situation from escalating.
6. Leave the conversation if you need to. Let's say you feel yourself losing control over your actions or the other party just wants to argue. Remove yourself from the situation. If the argument is not leading to anything good, it's best to leave before it escalates.

Dealing with difficult personalities

Working with challenging co-workers or superiors can test even the most adept conflict-resolution skills. Here are some things you can do to navigate these situations.

1. Reflect on your own biases. The reason you label this person as difficult could be to do with you. For example, if the person's personality reminds you of someone you know it could subconsciously trigger you.
2. Be confident. Assert yourself respectfully when dealing with difficult people. Communicate your point professionally and don't give into intimidation.
3. Focus on what you can control. You can't control difficult people, but you can control other factors to facilitate working around them. For example, if a co-worker takes too long to answer enquiries, seek someone else's help.
4. Set boundaries. If you feel it needs to be done, confront the difficult co-worker. Respectfully tell them how you expect to be treated and what is not okay. If they refuse to respect you, you may need to involve management.
5. Involve a mediator. If resolution seems out of reach, consider seeking help from a neutral mediator. A third party can offer fresh perspectives and guide the discussion toward a solution.

The role of leadership in managing workplace conflicts

If anyone should know how to manage conflict it's a leader. Arguments are unavoidable in groups of people so managing conflict is an essential skill. If you're a leader here's what you can do.

1. Remain calm. The conflicting parties are most likely agitated, so you need to be the cool-headed person that acts with reasoning.
2. Be neutral. Provide a neutral point of view, and don't side with one party. Otherwise, one side may become defensive and possibly resentful towards the mediator.
3. Separate the person from the problem. Ensure that the discussion is about the topic argued and not about who is to blame.
4. Open communication. Encourage conflicting co-workers to openly express their concerns and feelings to find the root of the problem and build an effective solution.
5. Be creative. Don't implement a generalised solution to the problem, think of one that satisfies both parties' interests. So employees are more likely to move past the issue and not keep resentment.
6. Prepare for the future. Educate the employees so that they leave the discussion understanding how to better manage conflict in the future.

As a leader, you don't want to deal with every argument in the company. At the same time, if conflicts are not dealt with, resentment builds and harms more than just the culture. It's practical for employees to know how to resolve conflict by themselves.

Provide conflict resolution training. You can build your own conflict resolution training, with the help of online resources or directly apply online resources like short courses. Videos or written content are an option, but generally, interactive activities like role-play scenarios are best because people retain the information for longer.

As a leader, you can also lead by example and showcase your conflict resolution skills. This should set a precedent for how conflict is resolved in the business.

Conclusion

Conflict resolution involves identifying and targeting the root cause of the argument, while applying strategies that deescalate or neutralise the disagreement. Navigating disagreements in this way contributes towards a positive work environment and morale. Conflict is unavoidable, so it's imperative that employees and leaders know how to manage it. Otherwise, resentment within the staff can significantly impact the overall dynamics and success of an organisation.