Description
Conflict in the workplace is inevitable. Often, conflict erupts between people due to different values, personalities, opinions, goals, and needs. The workplace seems to foster differences and value differing viewpoints, which are the exact things that cause conflict to occur.
Saylor URL: www.saylor.org/bus208/#5.3.6
The Saylor Foundation Saylor.org
Page 1 of 3
Steps to Resolve Workplace Conflict
Introduction
Conflict in the workplace is inevitable. Often, conflict erupts between people due to
different values, personalities, opinions, goals, and needs. The workplace seems to
foster differences and value differing viewpoints, which are the exact things that cause
conflict to occur.
However, conflict is not always a bad thing. It can lead to innovative solutions that
people with similar opinions and viewpoints would not likely achieve. The key to
channeling conflict into a positive workplace function is to resolve it effectively. When
resolved properly, conflict can cause personal and professional development that leads
to employees who are more productive.
In this reading, we will look at steps that facilitators can follow to resolve conflict in the
workplace.
Steps to Resolve Conflict
Conflict resolution is necessary in all types of organizations. Frequently, facilitators are
assigned the role of helping employees to resolve conflict. Facilitators can be
managers, leaders, or designated employees granted the facilitator role in the
organization. The more educated facilitators are on how to resolve conflict in an
effective and healthy way, the better the outcome will be. We will discuss four steps
designed to equip facilitators with step-by-step instructions on how to effectively resolve
conflict in the workplace below.
1. Meet with the conflicting parties together. This step is one of the most
overlooked, yet necessary, steps when employees try to resolve conflict. All
parties involved in the conflict should be brought together to discuss the issue
at hand. Each party should present its view of the problem without
interruptions from the other parties. It is important for each party to hear
everyone’s viewpoint and to gain a clear picture of why the parties are
conflicting with each other. Ensure that each party states its case clearly and
calmly without personally attacking the other parties.
Saylor URL: www.saylor.org/bus208/#5.3.6
The Saylor Foundation Saylor.org
Page 2 of 3
2. Ask each party for specific suggestions on how to resolve the conflict.
Each party should state two to three specific suggestions on how it thinks the
conflict could be resolved. For example, “I would like Tom and Susan to
provide me with a project status update by Thursday at 10 a.m., so I can
provide an accurate project status update to the client on Friday at 8 a.m.”
Another example might be, “I would like to own both new policy requests and
claims for my clients to reduce client confusion on who to contact for different
requests.” These examples are very clear and precise, indicating exactly what
actions need to occur and by when in order to resolve the conflict.
As the facilitator, help the parties come up with specific suggestions. Try to
encourage each party to identify what action is the root cause of the problem.
Then, prompt them to come up with specific ways that would resolve the
issue. Asking additional questions of the employees may help trigger the
parties to uncover the real problem, not just the symptom of the problem, and
then to outline a specific resolution.
3. Discuss the issue and agree to make changes. Next, the parties should
discuss the suggestions presented in the previous step and agree to make
the necessary changes. This step is where each party engages in a
negotiation to come up with a resolution plan. Depending on the complexity of
the conflict, it may take some time before all parties come to an agreement on
what suggestion should be implemented to resolve the conflict.
As the facilitator, ensure that each party is reasonable and professional. Do
not allow the parties to be disrespectful to one another or for the discussion to
turn into another argument. Act quickly to dissolve any discussions that start
to escalate into another argument. Encourage each party to give and take to
make sure each party feels satisfied with the resolution plan. Also, make sure
you remain impartial to either party. Both sides must know that you are there
as a neutral party to mediate the conflict.
4. Follow-up to ensure that the conflict is resolved. The last step is to set a
date for the resolution to be implemented and follow-up on its progress.
While all parties might feel better after the creation of a resolution plan in step
three, the conflict is not resolved until the resolution plan has been
implemented.
Saylor URL: www.saylor.org/bus208/#5.3.6
The Saylor Foundation Saylor.org
Page 3 of 3
Conflict resolution is not an easy job. Actually, it is quite a challenge, even for
experienced mediators. Facilitators play a key role in helping to maintain a healthy
environment for all parties to discuss the problem and reach an agreement to resolve it.
Intervening as appropriate can encourage parties to work toward a resolution before the
problem gets out of hand. In addition, this practice develops your own conflict resolution
skills, which is a necessity in today’s business world.
Summary:
? Conflict is inevitable in the workplace, because companies foster different
experiences and viewpoints.
? Conflict is not always a bad thing; healthy conflict can lead to innovative
solutions that people with similar opinions and viewpoints would not likely
achieve.
? There are four steps that facilitators can follow to resolve conflict in the
workplace.
1. Meet with the conflicting parties together.
2. Ask each party for specific suggestions on how to resolve the
conflict.
3. Discuss the issue and agree to make changes.
4. Follow-up to ensure the conflict is resolved.
? Facilitators play a key role in keeping a healthy, balanced environment for
all parties to discuss the problem and reach an agreement to resolve it.
doc_953074860.pdf
Conflict in the workplace is inevitable. Often, conflict erupts between people due to different values, personalities, opinions, goals, and needs. The workplace seems to foster differences and value differing viewpoints, which are the exact things that cause conflict to occur.
Saylor URL: www.saylor.org/bus208/#5.3.6
The Saylor Foundation Saylor.org
Page 1 of 3
Steps to Resolve Workplace Conflict
Introduction
Conflict in the workplace is inevitable. Often, conflict erupts between people due to
different values, personalities, opinions, goals, and needs. The workplace seems to
foster differences and value differing viewpoints, which are the exact things that cause
conflict to occur.
However, conflict is not always a bad thing. It can lead to innovative solutions that
people with similar opinions and viewpoints would not likely achieve. The key to
channeling conflict into a positive workplace function is to resolve it effectively. When
resolved properly, conflict can cause personal and professional development that leads
to employees who are more productive.
In this reading, we will look at steps that facilitators can follow to resolve conflict in the
workplace.
Steps to Resolve Conflict
Conflict resolution is necessary in all types of organizations. Frequently, facilitators are
assigned the role of helping employees to resolve conflict. Facilitators can be
managers, leaders, or designated employees granted the facilitator role in the
organization. The more educated facilitators are on how to resolve conflict in an
effective and healthy way, the better the outcome will be. We will discuss four steps
designed to equip facilitators with step-by-step instructions on how to effectively resolve
conflict in the workplace below.
1. Meet with the conflicting parties together. This step is one of the most
overlooked, yet necessary, steps when employees try to resolve conflict. All
parties involved in the conflict should be brought together to discuss the issue
at hand. Each party should present its view of the problem without
interruptions from the other parties. It is important for each party to hear
everyone’s viewpoint and to gain a clear picture of why the parties are
conflicting with each other. Ensure that each party states its case clearly and
calmly without personally attacking the other parties.
Saylor URL: www.saylor.org/bus208/#5.3.6
The Saylor Foundation Saylor.org
Page 2 of 3
2. Ask each party for specific suggestions on how to resolve the conflict.
Each party should state two to three specific suggestions on how it thinks the
conflict could be resolved. For example, “I would like Tom and Susan to
provide me with a project status update by Thursday at 10 a.m., so I can
provide an accurate project status update to the client on Friday at 8 a.m.”
Another example might be, “I would like to own both new policy requests and
claims for my clients to reduce client confusion on who to contact for different
requests.” These examples are very clear and precise, indicating exactly what
actions need to occur and by when in order to resolve the conflict.
As the facilitator, help the parties come up with specific suggestions. Try to
encourage each party to identify what action is the root cause of the problem.
Then, prompt them to come up with specific ways that would resolve the
issue. Asking additional questions of the employees may help trigger the
parties to uncover the real problem, not just the symptom of the problem, and
then to outline a specific resolution.
3. Discuss the issue and agree to make changes. Next, the parties should
discuss the suggestions presented in the previous step and agree to make
the necessary changes. This step is where each party engages in a
negotiation to come up with a resolution plan. Depending on the complexity of
the conflict, it may take some time before all parties come to an agreement on
what suggestion should be implemented to resolve the conflict.
As the facilitator, ensure that each party is reasonable and professional. Do
not allow the parties to be disrespectful to one another or for the discussion to
turn into another argument. Act quickly to dissolve any discussions that start
to escalate into another argument. Encourage each party to give and take to
make sure each party feels satisfied with the resolution plan. Also, make sure
you remain impartial to either party. Both sides must know that you are there
as a neutral party to mediate the conflict.
4. Follow-up to ensure that the conflict is resolved. The last step is to set a
date for the resolution to be implemented and follow-up on its progress.
While all parties might feel better after the creation of a resolution plan in step
three, the conflict is not resolved until the resolution plan has been
implemented.
Saylor URL: www.saylor.org/bus208/#5.3.6
The Saylor Foundation Saylor.org
Page 3 of 3
Conflict resolution is not an easy job. Actually, it is quite a challenge, even for
experienced mediators. Facilitators play a key role in helping to maintain a healthy
environment for all parties to discuss the problem and reach an agreement to resolve it.
Intervening as appropriate can encourage parties to work toward a resolution before the
problem gets out of hand. In addition, this practice develops your own conflict resolution
skills, which is a necessity in today’s business world.
Summary:
? Conflict is inevitable in the workplace, because companies foster different
experiences and viewpoints.
? Conflict is not always a bad thing; healthy conflict can lead to innovative
solutions that people with similar opinions and viewpoints would not likely
achieve.
? There are four steps that facilitators can follow to resolve conflict in the
workplace.
1. Meet with the conflicting parties together.
2. Ask each party for specific suggestions on how to resolve the
conflict.
3. Discuss the issue and agree to make changes.
4. Follow-up to ensure the conflict is resolved.
? Facilitators play a key role in keeping a healthy, balanced environment for
all parties to discuss the problem and reach an agreement to resolve it.
doc_953074860.pdf