Resolving Conflicts Effectively

Conflicts are inevitable. Having different goals and styles can actually promote innovative solutions, creativity, and help bring about change. However, negative results happen when conflicts are associated with blame, anger, and grudges. No matter what the source of the conflict is, resolution before the situation escalates is essential.

There is a way to resolve conflict while preserving the dignity of all parties, avoiding forced and insincere apologies, committing to improving relationships and developing an accountability process. When addressing conflicts, a key step is focus on the issue, not the person.

You can start by engaging each person separately so they can give you their ideas for working together professionally. As a Manager or Supervisor, your task is to make sure they both provide strategies that address the existing and potential issues that may get in the way of working together professionally. You can then blend the best ideas into one agreement, which both parties will be required to sign and adhere to going forward.

1. Engage each person separately

2. Explain the process, get their input, and share the plan:

Develop a new way of interacting professionally
Create an agreement that both parties will be held to
Identify different responses to contribute to a successful working relationship
Establish actions you’ll take to make sure the relationship stays professional
Determine how to deal with future issues
Determine a process to respectfully remind parties of their agreement

3. Write up a reasonable and specific agreement using as many of their suggestions as possible

It’s not about who’s right or wrong
The final agreement applies equally to both parties regardless of rank
Focus on how the individuals will interact at work rather than their roles or authority

4. Share the draft agreement with each party separately and modify if appropriate to ensure the agreement is acceptable to both parties

5. Review the agreement with both parties to ensure a shared understanding

6. Have both parties confirm in writing they’ll follow the terms as a new way of interacting

7. Hold both parties accountable to the agreement and include consequences if either is unable or unwilling to comply

This is a technique that can alleviate these concerns within your workplace. When meeting with the parties, you can ask questions to help both parties understand the difference between what they intended and how it was perceived, and to understand and re-examine the validity of the assumptions they made.

Other resources:

Workplace Strategies for Mental Health
My Workplace Health – Conflict resolution skills
Canadian Centre for Occupational Health and Safety – Mental Health – Addressing Conflicts