Conflicts in the workplace are inevitable. Differences of opinion, opposing priorities or communication difficulties are just some of the reasons that can lead to tensions between employees. These conflicts can arise from confrontations of interests, values, as well as strategies for achieving them. However, instead of avoiding these situations, making concessions or approaching them with fear, it is worth treating conflicts as a natural part of working life and an opportunity for development. The key, however, is the right approach to resolving them. Here are 5 steps to help you manage conflict at work effectively, with the chance of achieving a win-win outcome for all parties.
How to resolve conflicts in the workplace?
Resolving conflict situations in the workplace requires a conscious approach that is based on several key steps. First and foremost, it is important to understand that conflicts most often arise from different strategies for meeting needs, rather than the needs themselves. The first step is to adopt the right attitude - instead of insisting on your own, it is worth opening up to the other side and focusing on the relationship, not being right. A mediator who supports conflict resolution should focus on pursuing the interests of both parties.
It is very important to be assertive in expressing your own needs while respecting the needs of the other party. Next, it is important to establish the positions of both parties and to understand the needs behind each position. It is only on this basis that strategies can be sought together to meet the needs of both parties, for example by compromising or seeking new solutions. The key to success is to listen and try to understand each other, thus avoiding conflict escalation.
What is conflict?
Conflict is a situation where there is a clash of differing interests, values, needs or views between two or more parties. It can occur at both individual and group level and is often caused by differences in goals or communication. Conflict does not have to be a negative phenomenon - it can be an opportunity to grow, make changes and find creative solutions. What is key, however, is how the parties approach the resolution of the dispute, with an emphasis on dialogue, mutual understanding and a willingness to compromise.
Phases of conflict
The phases of conflict can be divided into several stages that describe how conflict develops and changes over time. Here are the main phases of conflict:
- Latent phase - At this stage, the conflict is not yet visible, but there is an underlying tension between the parties. It can lead to a clash. Usually these differences concern interests, values or needs that have not yet been confronted.
- Escalation phase - tension becomes apparent and differences begin to affect the relationship between the parties. The parties begin to express their dissatisfaction, which can lead to initial disputes and misunderstandings. Communication becomes more difficult and emotions rise.
- Confrontation phase - the conflict reaches a climax where the parties are openly competing with each other or fighting over their reasons. Tension is at its highest and disagreement can lead to an exacerbation of the situation, e.g. in the form of direct clashes or accusations.
- De-escalation phase - After reaching a peak, the conflict slowly begins to rozład. The parties, often with the help of a mediator or through negotiation, try to find a common solution. They begin to see the need for cooperation and agreement.
- Solution phase - In this phase, the conflict is resolved. The parties reach a compromise, an agreement or make concessions, bringing the dispute to an end. Relations can improve and the parties can learn from the situation.
- Follow-up phase - After the conflict has been resolved, some emotional consequences or changes in the relationship may remain. It is important to address these consequences appropriately to avoid a recurrence of the conflict in przyszłity.
Five steps to conflict resolution
Step 1: Attitude - the foundation of an effective solution
The first step in conflict resolution is to adopt the right attitude. How we think about the situation and the person with whom we are in conflict has a huge impact on the conversation that follows. Ask yourself questions:
Will I insist on being right, or will I give myself a chance to listen to the other side? Do I blame the other person for the conflict of interest that has arisen, or do I recognise that both parties have a stake in the situation? Do I put the focus on the relationship or on winning the dispute?
In conflict, an attitude of openness and respect for the needs of the other party is crucial. We often fall into the trap of thinking that we are right and the other person is wrong. However, it is worth assuming that any conflict is the result of a clash of different strategies for meeting needs, rather than a battle between good and złem. As Marshall B. Rosenberg writes: "Conflict is the tragic expression of unmet needs". If we adopt this perspective, it becomes easier to understand that the other side is also acting under the influence of needs that are important to them, even if their strategy for satisfying them differs from ours.
It is also worth noting what is known as mental paving, a mechanism in which our thoughts influence our attitudes. If we think negatively about the other person, we pave the way for unfriendly actions. Instead, try to 'pave' yourself with a positive image of the other person - this increases the chance of resolving the dispute peacefully.
Step 2: Establish positions - what is the source of the dispute?
The next step in conflict resolution is to find out what exactly is at stake for both parties. Often, during a conflict, we do not speak directly about our needs, but only present positions that are visible strategies to meet those needs. For example:
Position 1: Employee A wants the project to be completed remotely. Position 2: Employee B thinks the team should work on the project in the office.
Both sides present their preferences, but do not yet discuss why these preferences are important to them. At this stage, it is crucial to understand that positions are just the tip of the iceberg - underneath are deeper needs that drive conflict. This can be an example of a conflict of interest, where different expectations of how things should be done lead to tension.
Step 3: Decoding the needs - understanding the source of the conflict
In order to effectively resolve a conflict, it is necessary to understand what needs lie behind each position. Only when we discover these needs can we find a solution that satisfies both sides. For example:
Employee A, who wants to work remotely, may feel the need for more flexibility and autonomy, which provides them with better focus and convenience. Employee B, who prefers to work in the office, may be driven by the need to be more in touch with the team and collaborate on site, making it easier for them to solve problems on the fly.
Asking yourself what your own needs are and trying to guess what might be driving the other party is a key step. Of course, both parties need to hear each other's needs in order for the conflict to be resolved. It is worth repeating what we have heard from the other side to ensure that we have understood their perspective.
Step 4: Look for alternative strategies - how can the needs of both parties be met?
Once both parties understand each other's needs, it is time to look for alternative strategies to meet them. It is worth remembering that conflict often erupts because both parties are convinced that there is only one way to solve the problem. In reality, however, there are many alternative routes. In the case of a conflict over remote and onsite working, for example, the solution could be:
Working in a hybrid mode - some days of the week remotely, some in the office. Establish office hours that are more flexible, which will satisfy the person who prefers remote mode. Working out individual arrangements that will allow each employee to cater to their needs as far as the organisation can.
The key here is to be open to different proposals and be prepared to compromise. Often there seems to be only one solution, but if we understand the other party's needs, we can discover new and creative ways to meet them.
Step 5: Transform conflict into constructive dialogue
The final step is to turn a conflict of values into a constructive dialogue. Conflicts do not have to be destructive if we approach them with openness and a willingness to work together. Rather than viewing conflict as a fight for a cause, it is worth looking at it as an opportunity to better understand colleagues and develop joint solutions.
Often, what we perceive as a problem can prove to be a catalyst for change for the better. Conflict can lead to improved processes, better communication within a team and even personal growth for everyone involved.
One key element is regular, open communication. Rather than waiting for a conflict to escalate, it is worth resolving it at an early stage. This gives both parties a better chance of coming out of it with a sense of satisfaction and understanding.
Learn how to resolve conflicts with the help of our training courses
Would you like to learn how to effectively manage conflict in your environment? Our comprehensive courses and webinars will help you learn a variety of conflict resolution techniques, tailored to the specifics of each situation. With our programmes you will gain the ability to analyse your own needs, communicate effectively with others and choose the best strategies for dealing with challenges in professional and private relationships.
In your situation, we particularly recommend webinars such as:
Summary
Resolving conflict at work is not just a skill, but a process that requires the right approach and commitment. The key is to adopt an open attitude, to understand the needs of both parties and to be willing to find compromises. Conflict does not have to mean defeat - it can be an opportunity to build better relationships and better team understanding.
It is worth remembering that at the beginning of a conflict it is easy to fall into the trap of blaming the other person. However, the sooner we start focusing on needs, the better the chances of reaching a mutually satisfactory solution. By following the steps outlined above, you increase your chances of not only resolving the conflict, but also the long-term benefits of better working relationships and more effective collaboration.
