How to Deal with Workplace
Conflict
Craig Roberson
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How To Deal With Work Place Conflict
Disputes between employees are inevitable. But if left unresolved, they can disrupt your
department’s productivity, sap morale and even cause some good employees to quit. Conflict
happens in all corners of the workplace. But if issues aren’t settled, bad things can happen. Good
people quit, morale can plummet, and sometimes violence can erupt. But supervisors and
managers don’t need to become certified mediators to settle disputes. You just need to understand
some basics about human behavior. Practice the fine art of paying attention and offer yourself as
a neutral party who wants to resolve the problem. When people are deeply upset about
something, they need to get their story out. This is a basic principle of mediation and one that’s
important to remember. Allowing people to speak their minds can increase the level of conflict,
with which you must deal. You have to get through the conflict phase to find the solution.
Sometimes, feeling that he or she is finally “been heard” can dramatically change an angry
person’s outlook. When the employee tells the story, new information may come to light that
allows a solution to emerge naturally. Often in a conflict, the parties are so focused on details that
they lose sight of the big picture and its implications. When you are the mediator, you need to
bring people back to reality by wrenching their attention away from the small barrel of oil and
having them focus on the whole oil field. By doing so may help resolution arrive at a startling
speed. In every conflict, we must ask ourselves: What is the true motivating factor here? What
is really keeping this person from agreeing to a solution? When you can identify the impediment,
then you can predict how the person will respond to certain ideas, and you can shape
negotiations accordingly. Mind-reading is not magic. It is a combination of observation and
intuition, which is born of experience. You can learn a lot about how the parties see a dispute by
paying attention to body language and listening closely not only to their words but also to the
emotional tone behind their words. In every negotiation, there’s a tension between the desire to
How To Deal With Work Place Conflict
compete and the desire to cooperate. Be on the lookout for signals that support a cooperative
environment. That’s where the most creative solutions are born. Isolation tends to create
