Navigating workplace conflicts is an inevitable part of managing and leading teams, yet it’s a skill many organizations struggle to master. Brittney Wingate, founder of The Region HR Consulting Firm and an expert with over 15 years of experience in conflict resolution, shares her insights into this critical area of workplace dynamics. Drawing on her extensive background across industries such as healthcare, retail and staffing, Wingate emphasizes the importance of empathy and organizational culture in shaping how conflicts are managed. She breaks down 10 essential things to know about conflict resolution, offering practical advice to help leaders create healthier, more collaborative work environments.
- Open Communication
Effective communication is key. Create a safe environment where individuals can express their feelings and viewpoints without fear of retaliation. - Active Listening
When you fully concentrate on what others are saying, it allows everyone to acknowledge each person’s perspective and feelings. This practice shows that you value their input. - Encourage Collaboration
Foster a team-oriented attitude by encouraging all parties involved to work together to find a mutually beneficial solution. - Find the Root Cause
Determine the underlying issue causing the conflict. By addressing the root cause, it can lead to a long-term resolution instead of simply addressing the short-term symptoms. - Focus on Interest and Not Positions
Steer the conversation away from job titles and towards common interest. This approach encourages collaboration and problem-solving. - Stay Calm and Professional
Keep your composure and take a deep breath. Avoid reactive and emotional responses, as this can escalate conflict. - Create a Positive Work Environment
Promote a workplace culture that celebrates respect, understanding and teamwork. Providing training on conflict resolution and communication skills can equip employees to handle conflicts more effectively in the future. - Seek Mediators if Necessary
If the conflict escalates or it cannot be resolved internally, consider involving a neutral third party or an HR professional to assist in mediating the discussion. - Always Follow Up
After there has been a resolution reached, follow up with both parties involved to ensure the agreement is being upheld and immediately address any lingering issues. - Set Clear Guidelines
Before engaging in the conflict resolution process, establish the ground rules for the conversation. This can include respecting one another’s opinion and a commitment to finding a common ground.
WHEN IS MEDIATION NECESSARY?
Mediation is a process that is confidential and voluntary, facilitated by a third party, called a mediator. The mediator helps individuals or groups resolve disputes by facilitating communication and negotiation.
We asked Carlton Avery, founder of Avery Mediation Services when parties should seek professional mediation and he shared, “I believe that parties may elect to choose mediation during any stage of the conflict. Frankly, I believe earlier during the process is typically better, especially when a quick resolution may be transformative to the parties involved. Early resolution often mitigates further civil, punitive or even emotional damages for parties involved.”
Avery says a good mediator should encourage active listening between the parties, focus on the parties’ interests instead of positions, remain solution-oriented and manage the emotions of the parties.
AVOID MEDIATION IF:
- There is a clear need for legal precedence or legal principle.
- One or more parties is unwilling to negotiate or is acting in bad faith.
- There is a significant power imbalance between parties.
- There is a need for public accountability.
- There are severe legal or criminal implications.
- A party needs an immediate resolution.
- Parties have irreparable or highly adversarial relationships.
- The dispute is a part of a broader pattern of misconduct or behavior.
