Essential Steps for Leaders to Manage Conflict

Managing conflict at work is one of the most daunting tasks for people managers. It’s like being handed a ticking time bomb and being told to defuse it without any training. The frustration of walking on eggshells, the stress of unresolved issues bubbling under the surface, and the anxiety of potential blow-ups can make even the most seasoned manager want to throw in the towel. 

Conflict may be inevitable, but failing to address it can be disastrous. According to a CPP Global Human Capital Report, 85% of employees at all levels experience conflict to some degree, and U.S. employees spend an average of 2.8 hours per week dealing with conflict. This translates to approximately $359 billion in paid hours or the equivalent of 385 million working days spent on conflict. Clearly, if you’re not actively solving conflict, you’re failing your team.

The Natural Tendency to Avoid Conflict

Let’s be honest: most of us would rather binge-watch our favorite series or read a new book than dive into a conflict resolution session. Avoiding conflict feels like a natural defense mechanism. However, what if we told you that avoiding conflict is like letting your friend walk around with their zipper down? Sure, it’s awkward to point out, but leaving it unaddressed is far more embarrassing in the long run. Similarly, letting performance issues or team disputes fester is far more damaging than having a tough conversation now.

Shifting Perspectives on Conflict

Take a performance leadership approach and shift your mindset from “I want harmony” to “I want the best results from my team”. Don’t let yourself get caught up in imagining how uncomfortable it might be to confront a team member. Instead, think about the outcome you want. Picture the positive impact of having that difficult discussion. When you embrace conflict as a chance to strengthen relationships, correct errors, and drive the team forward, you will accelerate performance. When you lead with empathy, solving conflict is an act of kindness and support. It’s about helping your team members grow and succeed. So, don’t let them continue to make mistakes. Engage in the tough conversations now and watch how it transforms your team dynamics for the better.

Different Approaches for Different Conflicts

Now that you’ve shifted your perspective to how resolving conflict is more helpful than avoiding conflict, let’s take a look at the four most common types and conflict and how to approach each.

1. Performance Issues

Performance issues with a direct report can create tension and impact team morale if not addressed promptly. For example, if an employee consistently misses deadlines, it can cause a ripple effect on the entire project timeline. Not to mention, if individual performance continues to go down the drain, this employee could be faced with harsher corrective actions or even lose their job. When giving feedback on performance issues, keep these tips in mind:

• Provide Clear Expectations: Often, unclear expectations are the source of conflict. When you clarify what’s expected by your employee regarding their role and behavior at work, you’re painting a clear picture of how they can succeed.
• Be Open to Employees’ Explanations without Being Gullible: If expectations weren’t clear previously, your employee may express genuine surprise when expectations are clarified. However, excuses or explanations should be evaluated. It’s ok to give your employee the benefit of the doubt, but document the conversation via email to avoid any misunderstandings going forward.

• Frame Up the Future: Explain where your employee’s performance is vs. where they need to be. Help your employee anticipate the impact of getting things right by using their motivating needs to frame the issue in terms they will care about. For example, if you have an employee who is very social, frame the issue of missing deadlines into how this impacts their team.

• Keep a Long-Range View: Ask yourself, how will this conversation help save the employee or the team? How will this one moment of discomfort help shape future performance? How can I frame this as a development conversation?

2. Team Conflict

Peer-to-peer conflicts can disrupt team cohesion and productivity if not managed effectively. For example, two colleagues might clash over differing approaches to a project, leading to misunderstandings and delays. It’s your job as a leader to provide assistance mediating differences and pointing the team towards effective collaboration.

• Find Common Ground: Start from a place where you don’t have conflict and explore from there. 
• Consider Communication Styles: Many peer to peer conflicts are rooted in communication differences that lead to misunderstandings. For example, introverts often have an objective, no-nonsense tone that could be mistaken as overly critical. Educate your team members on their own communication style preferences and how their communication style is interpreted by others with tools like the PI Relationship Guide.
• Use Neutral Language: Stay away from accusations; keep your language neutral. This will reframe the conversation towards a more constructive resolution.

3. Resource Allocation

Conflicts over resource allocation can create a competitive and hostile work environment. For example, if two departments are vying for the same budget resources, or for the same team member to contribute to a project, it can lead to resentment and reduced collaboration. Here’s a more productive approach:

• Depersonalize the Issue: Focus on the issue, not the person. Again, use neutral language to describe the problem at hand.
• Prioritize: Clearly communicate priorities and ensure everyone understands which projects or initiatives take precedent, and why. If your team is a support function, like IT, HR or Accounting, you will need to allow your company’s internal customers to have a say in your team’s priorities while also holding the line on what is possible with available resources.
• Protect Your Team: You’re responsible for ensuring that your team members have the appropriate resources to complete their work, and don’t get stretched too thin. Of course, your responsibility is also to the company, but burning out your team helps no one.

The Importance of a Forward-Looking Focus

Imagine a workplace where conflicts are not just managed but transformed into opportunities for growth and innovation. Picture this: team members eagerly engage in open, honest discussions without fear of retribution or awkwardness. Ideas flow freely, problems are solved collaboratively, and everyone feels heard and respected. Sounds like a dream, right? But with a shift in mindset and some innovative strategies, this dream can become a reality.

Addressing conflict isn’t just about solving today’s problems; it’s about building a foundation for future success. By adopting these strategies, you’re not just putting out fires—you’re paving the way for a more cohesive, innovative, and high-performing team. This forward-looking approach not only resolves current issues but also encourages an environment where conflicts are less likely to arise in the first place.

Embrace Conflict for a Thriving Workplace

Reimagining conflict management can transform your team and workplace. By shifting your perspective and employing strategic approaches, you can turn friction into fuel for success. At MindWire, we’re here to help you navigate these challenging waters. Tools like the Predictive Index offer expert tips on framing conversations that will be heard and received well. Take the first step towards change today.

Remember, you’re not alone in this. We understand the challenges and are here to support you every step of the way. Together, we can make conflict management not just bearable, but a powerful tool for growth and innovation.