Conflict Management: Best Practices and What to Avoid

Does conflict make you want to hide under your desk? Maybe it hits your “fight” mode (instead of flight) and you become overreactive. Conflicts are bound to arise in any setting, and the workplace is no exception. Most organizational change comes with a fair amount of conflict. In this blog post, let’s explore the importance of conflict management and how to handle conflict appropriately. Here are my five top tips as well as five things to avoid in order to become more proficient at conflict management.

Best Practices in Conflict Management

1. Be Prepared. One of the key lessons I’ve learned is the importance of being prepared for conflict resolution. It’s not a matter of “if” conflicts will arise, but “when.” Proper preparation prevents poor performance and managers who anticipate conflicts can develop strategies to handle them efficiently and see accelerated performance.
2. Emotional Intelligence. Managing conflicts requires both understanding and addressing emotions, not only our own, but also those of others. I recall a time when tensions ran high between team members and, as a leader, I had to rely on emotional intelligence to navigate through the storm. By empathizing, listening actively, and choosing my words carefully, I was able to create a safe space for constructive dialogue and avoid what could have turned into a huge explosion.
3. Positive Framing. Our choice of words can significantly impact conflict resolution. Negative language inadvertently fuels conflict. By consciously focusing on positive words and outcomes, you can reframe the conversation and steer it towards a more constructive direction.
4. Negotiation Skills. Conflict management often involves finding mutually beneficial solutions. I immersed myself in books like “Never Split the Difference” and “Influence” to enhance my negotiation skills. These resources taught me the importance of a win-win approach, where the outcome matters more than personal victories.
5. Scenario-based Practice. To truly excel in conflict resolution, practice is key. I’ve facilitated conflict resolution training sessions, simulating scenarios ranging from one-on-one confrontations to department-wide crises. By engaging in these realistic exercises, managers can develop the necessary skills to handle conflicts with confidence and grace.

Pitfalls to Avoid

Lack of Conflict Management Training: Employers need an in-house plan of action to rely on. Previous training and experience from outside sources isn’t sufficient to sustain leaders in their working environment. Every organization has its own culture and, therefore, different expectations and desired outcomes are common. If the organization wants to implement equitable outcomes, they must invest in training leaders the way they’d like them to handle conflict. Being equipped with the proper conflict management tools helps build a business that has more abilities…scalability, affordability, and accountability.

Lack of Awareness: If you want accelerated performance, you need self-aware leaders. I’ve witnessed situations where managers lacked awareness of potential triggers or didn’t possess the knowledge needed for effective conflict management. This lack of preparation left them ill-equipped to address and resolve conflicts successfully.

Ignoring Communication Factors: Conflict resolution extends beyond mere words. Non-verbal cues such as body language and tone of voice play crucial roles in communication. Neglecting these factors can lead to misunderstandings and further escalation of conflicts. It’s essential to pay attention to the full spectrum of communication.

Correction before Connection: Before attempting to correct a conflict, it’s important to establish a connection with the individuals involved. When you choose connection instead of jumping straight into correction mode, you can de-escalate situations and build trust. By genuinely listening, understanding challenges and concerns, you’re more likely to find a mutually agreeable solution.

Taking it Personally: Emotions can easily run high during conflicts, but as managers, we must avoid taking things personally. I firmly believe in focusing on the process and steps rather than internalizing conflicts. By staying objective and professional, we create an environment that leads to resolution.

Failure to Set Expectations: Clear expectations can prevent conflicts from arising in the first place. In my experience, setting expectations and communicating them effectively is paramount. When everyone understands what is expected of them, it reduces the likelihood of misunderstandings and potential conflicts.

Lead by Example

Conflict management is a transformative skill for leaders of all levels. By incorporating best practices such as preparation, emotional intelligence, positive framing, negotiation skills, and scenario-based practice, we can navigate conflicts with confidence. Likewise, avoiding pitfalls such as lack of awareness, communication barriers, and personalization of conflicts contributes to successful resolutions. Remember, the power of effective communication lies in making connections before corrections, enabling us to collaborate and build a harmonious work environment together.

Your Next Step

Take your conflict management skills to the next level with the power of the Predictive Index^® to experience true talent optimization. Reduce conflict within your team and watch performance accelerate. Schedule a demo or learn more about how PI can revolutionize your conflict resolution strategies. Embrace the opportunity to transform conflicts into catalysts for growth and success. Act now and pave the way to a more productive and collaborative future.