Conflicts in the workplace: how to manage them

Types and sources of conflict

Conflicts in the workplace can take many forms:

• Interpersonal conflicts: These arise between two or more individuals, often due to differences of opinion or personality. For example, colleagues may come into conflict over the best approach to a common project because their understanding of the project or their values differ.
• Intergroup conflicts : These tensions exist between different groups or departments within the organization, often due to differences in objectives or working methods. A typical example is the rivalry between the sales department (oriented towards novelty and innovation, with strong pressure to satisfy customer demands and increase sales) and the production department (which favors rigor and adherence to delivery deadlines to guarantee product quality and punctuality). This conflict often manifests itself in disagreements over delivery priorities and production capacity.
• Inter-organizational conflicts: These involve rivalries or disagreements between different companies or organizations. Rivalry, which is often healthy, manifests itself in competition for the same market share, where the best man wins. On the other hand, less ethical practices such as industrial espionage or the uncontrolled recruitment of talent can lead to conflict, where the aim is to steal ideas or employees from the competition. This often leads to deep-seated animosity between the parties involved.

Causes of conflict

Corporate conflicts arise from a variety of sources:

• Diversity of perspectives: Differences in views, needs and values between individuals or groups can lead to conflicting opinions on tasks, objectives or approaches.
• Competition for resources: Competition for limited resources such as budget, time or materials can lead to friction and disputes between employees or departments.
• Communication problems: Inadequate or unclear communication channels contribute significantly to conflict. Misunderstandings and lack of information sharing increase disagreements.
• Role ambiguity: When roles and responsibilities are poorly defined or misunderstood, this leads to disputes between team members or departments. This can lead to disempowerment, with everyone blaming everyone else, or conversely, to the creation of silos where each group claims to be the decision-making stakeholder.

The impact of conflict

Conflict in the workplace has a significant impact on employee productivity and morale:

• Loss of productivity: 66% of American workers believe that incivility reduces productivity at work. Acts of incivility occur frequently and directly affect employee performance.
• Low morale: 59% of employees report that incivility lowers team morale, which can lead to increased turnover and reduced motivation.
• Financial cost: Conflict in the workplace results in high costs for companies, including sickness absence, employee replacement, and reduced productivity. For example, in 2018-2019, around 35% of employees in the UK reported experiencing conflict, resulting in huge costs for organizations.

5 effective conflict management strategies

To manage conflict well, companies can adopt several strategies:

1. Active listening

It's vital to allow each party to express their concerns without interruption, and to encourage open discussion. Active listening helps to fully understand each party's point of view.

2. Clarifying roles

Clearly defining roles and responsibilities helps avoid misunderstandings. The RACI method is recommended: "Responsible" for task execution, "Accountable" for final responsibility, "Consulted" for expert or stakeholder advice, and "Informed" to be kept informed of progress and results. This ensures a clear structure and understanding of roles.

3. Mediation

Using a neutral mediator can facilitate discussions and help parties find common ground. The presence of a mediator allows everyone to stand back and not be directly involved, introducing a third party who brings calm and objectivity. Mediation is often effective in resolving conflicts before they escalate.

4. Professional development

Training employees in conflict resolution techniques and effective communication can equip them to handle disagreements constructively. Occasional in-company workshops or conferences on these topics are highly beneficial, especially if they involve real-life situations.

5. Promoting collaboration

Encouraging a collaborative work environment where diverse opinions are respected can reduce conflict. It is essential to create safe zones where everyone leaves their egos in the checkroom, enabling an objective approach to situations. For example, as shown in the Netflix series "Drive to Survive", some racing teams meet after each race with drivers, mechanics and engineers to identify problems without assigning individual blame. Any attempt to place blame is immediately reframed in a constructive way. Team-building activities and group projects also encourage collaboration and reduce tension.

In conclusion

Managing conflict in the workplace is an essential skill that requires an understanding of the types and sources of conflict, as well as effective strategies for dealing with them. By adopting proactive approaches and fostering a respectful, collaborative work environment, companies can not only reduce conflict but also improve the productivity and well-being of their employees.

To find out more :