The most common causes of conflict at work are egos, personality clashes, and poor leadership. Conflict at work can result in staff leaving their job and many disputes that are not dealt with can escalate into bullying or harassment. If claims are brought in an employment tribunal, it can be very costly.
So how do you deal with conflict?
The first step is to have a word with the individuals involved. Keep it informal. Many issues can be resolved by talking, and listening. Give people the time and space to express their feelings and concerns; this can often help to clear the air. Remember not to be judgemental.
Ignorance is not bliss. Difficult interpersonal workplace problems won’t disappear by ignoring them; they’ll only get worse. If you avoid conflict you may end up losing the respect of your staff.
If there is a problem at work, employees need to know who they can go to and that their concerns will be taken seriously.
You need to: train managers and supervisors on how to handle difficult conversations; make sure you have clear disciplinary and grievance procedures; think about getting some external help if you feel unable to manage the situation; listen to what people have to say and recognise their feelings are important; and stay focused on the issue, and not the personalities, involved.
Investigate informally
Don’t make quick decisions based on a ‘gut feeling’ about what is going on. Take the time to talk to staff and gather any relevant information about those involved. Also be clear about your role in resolving the conflict and what you hope to achieve. Most people involved in conflict will have their own ideas about what they would like to happen, but what would be a reasonable outcome for everyone?
Internal procedures
An employee may decide they don’t want to deal with the issue informally and may then raise a formal grievance. If that is the situation then the conflict has moved on to a formal stage.
If this happens you need to follow your company procedures for dealing with grievances. Make sure you have the right procedures in place and review them annually to make sure they are up to date.
