Dealing with conflict
An average rating of 3.3536585365853659
from
82
votes |
Rate this page
|
Rating stats
Rating statistics for this page
3.4 out of 5 from 82 votes
Breakdown
28 votes
15 votes
12 votes
12 votes
15 votes
CloseDealing with and managing conflicts or disagreements between employees effectively is a key management skill.
This section looks at understanding how conflict arises and suggests some ways of dealing with it. Whether you are a manager, an employee or a volunteer, it is important that you know how to handle conflict effectively.
Conflict can take many forms: two employees may simply not get on; an individual may have a grievance against their manager; there may be rivalry between teams or departments or an apparent lack of trust and cooperation between groups of employees and management.
Conflict can be very uncomfortable for all concerned. If you are a manager, your team will be looking to you to resolve it and restore harmony.
Types of conflict at work
Conflict at work can be informal or formal.
Informal can mean a minor clash or disagreement between two people.
Formal can mean a claim being brought against your organisation in an employment tribunal.
Every situation involving conflict will be different, but most tend to fall into two categories:
- conflict between individuals involving colleagues/employees and their managers.
- conflict between groups involving teams or departments/larger groups of employees.
Causes of conflict at work
Conflicts at work can have many causes including:
- poor management
- unfair treatment
- unclear job roles
- inadequate training
- poor communication
- a poor working environment
- lack of equal opportunities
- bullying or harassment
- personality clashes between individuals
- unresolved problems from the past
- increases in workload
- differing values
- needs and expectations at work.
Resolving conflict at work
Often an issue can be resolved with a quiet word between individuals.
Sometimes it will need to use your organisation's internal procedures. For example, if an employee makes a formal complaint against their manager, they will use the grievance procedure (see involuntary termination); if a person is found (after investigation) to be harassing another employee, disciplinary action may need to be taken.
Resolving conflicts at work requires many different skills including active listening, communication, consultation, problem solving, decision making, negotiation and in some cases, knowledge of employment law.
Mediation is increasingly being used at work to resolve disputes between individuals. This can be undertaken by managers in your organisation or by asking a professional mediator to come in and help to resolve the issue. A number of organisations offer mediation services including ACAS.
Useful links
- Managing conflict at work (ACAS): free booklet which explains steps that you can take in a variety of situations.
- Mediation at work (CIPD): article describing mediation and how it can help when dealing with conflict at work.
- Tension in teams (Harvard Business): article by Jim Kling including replies from other readers.
Have your say
What is your experience of dealing with conflict? What has worked for you? If you are an experienced manager, what tips would you offer to colleagues new to the role?
Share your views on the Your development forum.
