Conflict resolution

When people come together in the working environment, each with differing opinions, unique perspectives and needs, disagreements inevitably emerge. Personal conflict is a natural part of life but can be uncomfortable to navigate. It is often something we try to avoid.

Discussing personal conflict in an early education and care context, Jillian Rodd describes conflict as a ‘form of interpersonal interaction in which two or more people struggle or compete over claims to beliefs, values, preferences, resources, power, status or any other desire.’ In other words, personal conflict arises when we disagree and struggle to mediate decisions between differing values.

In this article, we will look at some of the causes of conflict and the steps you can take to resolve disagreements quickly and effectively.

Whilst managing personal conflict can be an uncomfortable situation to face, ignoring clashes of personality can lead to further ruptures in working relationships. Research suggests that unresolved conflict can create an unhealthy work environment leading to stress, anxiety and loss of self-confidence. To prevent conflict from arising in the first place, it is important to understand what causes it.

Everyone has different points of interest and areas of contention but the most common reasons for conflict arising include:

• poor communication  
• unclear responsibilities
• excessive workload  
• lack of resources
• personality clashes.

However, if conflict is handled swiftly and sensitively, it can help to strengthen relationships and foster a positive working environment where we understand each other on a deeper level. Conflict that asks questions and challenges the way we do things gives us the opportunity to grow and learn and when staff are listened to and supported, they are more likely to feel valued and understood.

So, let's take a look at how we can resolve disagreements or conflict between individuals in the workplace positively and fairly for all.

Conflict Resolution Skills

Below are five steps you can take to resolve conflict quickly and effectively.

1. Recognise that workplace conflict is a natural part of developing working relationships

Conflict arises for a variety of reasons, but is inevitable. How we approach conflict and resolving disagreements makes all the difference to how we harness the potential power it has. If handled positively, conflict can have a positive outcome. Conflict that asks questions and challenges the way we do things can offer new perspectives and allow us to develop as individuals and as a wider organisation. Offering insights that allow us to reconsider our actions and attitudes gives us the opportunity to grow with others and constantly learn.

2. Respond quickly

In order to ensure conflict is resolved in a peaceful and productive way, it is important to respond to signs of disagreement quickly to avoid escalation and disruption to the team. Ensure that communication is open and transparent, and that all parties have the chance to be heard and to express their feelings. This allows us to work together to find a solution that is fair and reasonable for everyone to move forward.

3. Ensure that staff have clear roles and responsibilities

When staff are unclear about what is expected of them, it can cause misunderstandings and disagreements within the team, where conflict might arise around hierarchy and challenged positions. Staff supervisions are useful to review these understandings and to regularly discuss and revise workload management.

4. Spot the signs

To prevent conflict, it is important that everyone is encouraged to speak up when they recognise where opposing opinions emerge. Creating an open-door policy and authentic culture can support staff in learning to read the signs of conflict and where it may ‘cross the line’ into negative patterns of behaviour with others.

Ask yourself: are staff showing signs of stress? Is staff morale low?

5. Create a team contract

Just as it is important to have distinct responsibilities and an uncomplicated team dynamic, it is equally as valuable to highlight a coherent understanding of what is expected when we work together in a team. During a staff meeting, collaborate with the team to develop a set ‘ground rules’ for working together in order to create a safe and supportive team environment.  This will help to underpin the values and behaviours that are important to the team and define and agree how they want to work together, but it’s vital that everyone leaves agreeing to the terms. Setting off on grounds of initial disagreement is where conflict is likely to manifest before we’ve even begun!

Key takeaways

Conflict is a fact of life for anyone, whether in the family home, workplace or everyday transactions like driving to the shops. If left unresolved, conflict can impact negatively on individuals involved and the wider team, causing a stressful environment for everyone to work in. This in turn can result in poor staff wellbeing, high sickness levels and increased staff turnover.

On the other hand, if we use the right skills to manage conflict positively, open communication can help to strengthen relationships and to foster a positive working environment where staff feel safe, secure and encouraged to express their opinions in a productive way that produces meaningful change.

Have a look at some of our other leadership and management member resources to explore more about how to communicate effectively with your team!