Conflict is an inevitable part of any workplace, and understanding its sources is key to effectively managing and resolving it. Some conflict is productive, and working through differences in perspectives, opinions, and goals is a part of effective teamwork and not something to be avoided or minimized. In fact, deep trust can be created by working through conflict respectfully and collaboratively.
Managing Conflict
Don't Avoid Conflict: While uncomfortable, conflict can be productive. Address it proactively, directly, and in real time to find solutions.
Unpack Conflict & Master Skills: Many conflicts have multiple sources and layers. Master skills such as reflective listening, delayed response, non-reactive statements, building rapport, unpacking the conflict, and finding common ground (see resources at the end of this article for more information on this).
Coach Others: As a supervisor, provide feedback and coaching to your team members, enabling them to learn and apply conflict management skills. The more comfortable you are with these skills, the better you can effectively coach others.
Key Skills to Conflict Management
Mastering conflict management skills allows you to deal with conflict in a way that improves relationships, solves problems, and supports everyone’s success in their work.
The following steps will help you manage conflict more effectively:
Relevant Resources on Conflict Management Skills
- Knowing When to Get Involved (PDF)
- Managing Emotions (PDF)
- Building Trust (PDF)
- Seeking Solutions (PDF)
Where do I begin?
Understanding the sources of conflict is the first step toward building a cohesive and thriving workplace. There are four common conflict sources – Task, Process, Relationship, and Status – and understanding what you are dealing with is the first step in fostering a more harmonious and productive work environment.
Task
This source arises from differing ideas about what work should be done, encompassing plans, ideas, projects, or goals. Disagreements may center on priorities, project goals, success measurement, or meeting agendas. To address task conflicts, engage in open discussions to understand each person's viewpoint. Task conflict can be an important and productive aspect of teamwork and collaboration and, if managed effectively, is not accompanied by strong negative feelings, such as frustration or anger. Consider steps to make final decisions and move forward, utilizing skills such as reflective listening, unpacking the conflict, and finding common ground.
Process
Differing ideas about how to get work done characterize process conflicts. Issues may include the timing of actions, decision-making methods, or the implementation of policies. Discuss and understand each person's views on decision-making, work processes, and individual roles to tackle process conflicts. Move towards decisions through open dialogue, considering pros and cons, additional information, or group decisions. Again, reflective listening, unpacking the conflict, and finding common ground can assist in the process.
Status
Status conflicts stem from differing ideas about leadership, credit for work, or competition for resources. Minimize frustration by clarifying leadership and aiming for agreement and clarity among those involved. Addressing such conflicts requires skills such as delayed response, non-reactive statements, and finding common ground.
Relationship
Interpersonal conflict involving anger and hurt feelings characterizes relationship discord. This could manifest in rude emails, interruptions, avoidance, condescension, or losing focus on the work issues and interpreting criticism or feedback as personal attacks. Other sources of disagreement, such as task conflict or process conflict, can turn into relationship discord if not managed effectively when it arises. To address such issues, manage emotions, build mutual respect and trust, and engage in productive conversations about the work.
