Workplace Conflict Resolution

Workplace Mediation – When Staff Conflict Needs an Intervention

Tension among staff is often an inevitable part of the workplace environment, with recent studies reporting that more than 50% of people will experience workplace conflict at some point in their lives [1]. Significantly, 94% of workers report that they have previously worked with a colleague they would describe as “toxic” [2]. It is clear, therefore, that interpersonal tension or conflict is a significant psychosocial risk factor in Australian workplaces. We know, also, that excessive friction can disrupt the work environment, causing stress and anxiety for both those directly involved and their colleagues. A disruptive work environment is also a significant drain on productivity and collective innovation. 

So how can staff conflict be navigated and when should someone step in?

Workplace conflict can take both overt and subtle forms.

Whilst there are more obvious displays of workplace disputes, such as rude behaviours, arguments, unacceptable language or violent behaviour, subtle forms of tension can be just as insidious. Behaviours such as ignoring emails, taking credit for each other’s work, belittling or excluding one another, overstepping one’s position and taking over meetings are all less obvious signs of friction that can disrupt normal workflow. Recognising these is often the first step towards intervening.

It’s important to understand the root of the workplace conflict in order to solve it.

Employees have their own unique traits, preferences and backgrounds, which at times can contribute to workplace disputes. Understanding which of these is the root cause can help determine how it should be addressed. 

• Personality Conflict
  Whilst it can be beneficial to a team to have differing personalities contributing to tasks, varying temperaments and communications styles can lead to misunderstandings.

• Working Style Conflict
  Disputes can result from the differing preferences people have when they work. For example, if someone prefers to work alone versus another wanting to work collaboratively.

• Leadership Conflict
  Not all leadership styles work with certain personalities and, as such, can cause tension within teams.

• Competitive Behaviour
  A healthy dose of competition can be beneficial in certain contexts, yet excessive amounts often lead to workplace disputes.

• Not Meeting Expectations
  Resentful environments at work can be attributed to particular staff “slacking off” or not contributing as much as they should.

• Cultural Differences
  Differing cultural backgrounds can at times bring about different ways of communicating, language barriers or varying ethical codes, ultimately causing friction between individuals.

There is no one-size-fits-all when mediating workplace disputes, but certain steps can be taken. 

Whilst conflict at work can take many forms, there are a few ways in which you can determine if and how to address the tension.

1. Understand the nature of the conflict
Determining the severity of the workplace conflict is an important first step, as actions that constitute serious bullying, harassment, discrimination and/or sexual assault require immediate intervention based on your own internal policies.

2. Make it known to both parties you are aware of the conflict
If the workplace dispute doesn’t constitute serious harassment, chat to those involved individually and use active listening to understand both perspectives and the root cause of the conflict.

3. Encourage the employees to work through it themselves
Using your best judgment, encourage both parties to use open communication to resolve their differences. For example, both individuals do not have to like each other but there are ways in which they can work together.

4. If it can’t be resolved amongst the employees, action a plan
This involves using the root cause of the conflict to build a solution. For example, if there is a personality clash, utilise different team building activities. If working or leadership styles are contributing to the tension, encourage staff to become self aware of their communication styles and how this could contribute to friction with their colleagues.

5. Hire an external mediator
If all else fails, informal mediation services from an impartial third party may be the next best option, especially if objectivity is difficult. Associated EAP offers a professional and solutions-focussed approach to mediating interpersonal conflict at work. See here for more information on our mediation services.

Workplace conflict, while inevitable, does not have to disrupt productivity or morale. By recognising the signs of tension early, understanding the root cause, and taking thoughtful steps to mediate disputes, employers and employees alike can foster a more harmonious work environment. 

References

[1] My HR, (2020). https://blog.myhr.works/en-au/managing-and-resolving-employee-conflict#:~:text=Conflict%20is%20all%20too%20common,other%20negative%20impacts%20at%20work. 

[2] Harvard Business Review, (2022). https://hbr.org/2022/09/how-to-navigate-conflict-with-a-coworker