How to resolve workplace conflicts before it's too late?

Workplace conflicts are commonplace in all organisations, whether they're startups or giants, and whether employees work in an office or remotely. 

But how do these conflicts escalate, and when should HR leaders intervene? Internal team issues that remain unaddressed can escalate into full-blown workplace conflicts. The Group CHRO at Sterlite Power once discussed with People Matters how differences in opinions can transform into conflicts if team members do not align soon and resolve issues from an organisational perspective. She emphasised the importance of facilitating strong interpersonal relationships in the workplace and viewing every action, decision, and task through the lens of collective purpose. Adding, “Top-down intervention isn’t always necessary. Instead, people should be encouraged to solve problems independently and work together with accountability. HRs should focus on the fundamentals of workplace conflict resolution, including policies, agreements, or grievance redressal mechanisms.”

Therefore, for organisations striving to thrive, resolving these conflicts becomes essential before they spiral out of control. If issues persist silently, the first step is to identify the symptoms. However, if the conflicts are overt and pronounced, they need to be acknowledged and addressed promptly. 

In workplace conflicts, HR managers play a crucial role in thoroughly understanding the core issues while maintaining transparency and fostering a hospitable culture for team members. They need to resolve workplace conflicts step by step as under: 

How to identify underlying factors of workplace conflicts? 

There can be several factors driving internal conflicts, shared Professor and Director, Centre for Sustainable Development at Great Lakes Institute of Management. She said that workplace conflict can be broadly grouped under 'Communication-related,' 'Structure-related,' and 'Personality-related.' She explained that "unclear messages from managers or colleagues, ineffective communication leading to misunderstandings and anxiety, unclear organisational policies and procedures, and top management’s unrealistic expectations constitute the communication-related reasons. The structural reasons include unclear job boundaries, competition for resources, interdependent tasks, tight deadlines, and challenges in collective decision-making. Personality issues include incompatible personality or value systems, leading to unmet expectations and contentious differences of opinion. Additionally, workplace incivility, particularly from personalities prone to bullying or manipulation, can cause resentment, anger, and conflict with coworkers.”

What can HR leaders do to address this? They need to address these workplace conflicts promptly and fairly to prevent them from escalating into disputes. Informal discussions and the appropriate use of workplace procedures can often resolve issues before they become serious. Toxic individuals can disrupt the workplace, creating unnecessary complexity and stress. They need to develop effective conflict resolution skills that are crucial for building a sustainable business model. While books on workplace harmony can be useful, they must be customised to fit the organisation. HR managers should avoid being overly reliant on rigid rules and be open to tweaking them within the framework. This flexibility is essential for their role in managing conflicts effectively.

What are some prerequisites of cultivating a no-conflict work environment? 

No Conflict workplaces are not a myth but an achievable reality when HR leaders and organisations establish clear rules and policies. Foresightedness to these possible issues can also play a crucial role in preventing workplace conflicts by allowing proactive measures to be taken. Some of the prerequisites to fostering a conflict-free workplace include: 

Effective communication - Maintaining an open and clear communication culture is the first step in cultivating a positive workplace. Training team members in the art of open communication, understanding differences in perspectives, expressing feelings and needs, and finding common ground are essential. Additionally, encouraging asking open-ended questions and using assertive language, avoiding defensive or aggressive language, and seeking feedback ensures mutual understanding. Training in interpersonal skills to help team members maintain healthy relationships as they work toward accomplishing organisational goals together. 

Clear policies and transparency- When team members have clearly defined roles, responsibilities, and expectations, they are less likely to experience misunderstandings and conflicts. Similarly, having a clear career progression framework, performance metrics, and reward and recognition policies encourages a transparent culture of growth. Additionally, when an organisation emphasises that success is the result of trust, values, respect, collaboration, and teamwork, it fosters an environment where team members celebrate each other’s contributions, support one another, and ultimately avoid conflicts.

Effective feedback mechanisms - Implementing feedback mechanisms where team members can provide input on workplace dynamics and suggest improvements helps prevent conflicts. Conducting regular surveys to assess employee engagement, satisfaction, or cultural positivity allows employees to anonymously provide feedback on their experiences, perceptions, and suggestions for improvement. Encouraging an open-door policy where employees feel comfortable approaching their managers or leaders with feedback, concerns, or suggestions fosters a culture of transparency and accessibility. Additionally, promoting 360-degree feedback, town hall meetings, performance reviews, real-time feedback tools, and action planning can further engage employees, identify areas for improvement, and create a conflict-free work environment.

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How can workplace conflicts be effectively resolved if they occur?

Ignorance may be bliss, but not when it comes to workplace conflicts. According to Abhinav Goel in his insightful piece on managing workplace conflicts effectively, staying conflict-ridden can incur more costs to the company than the investments made to drive cultural changes. Here are some strategies to effectively resolve workplace conflicts shared by him:

1. Align Values with Goals: Link individual goals to company profitability, fostering support among employees and enhancing cultural resonance.
2. Lead by Example: Top management should exemplify desired cultural behaviours to cultivate cohesion within teams.
3. Choose Battles Wisely: Prioritise conflicts, avoiding unnecessary confrontations driven by ego. 
4. Control Your Response: Focus on your reaction to challenging situations, recognising your power lies in how you respond.
5. Embrace Gratitude: Make gratitude a core habit, fostering loyalty, engagement, and happiness within the team through appreciation and recognition.

Lastly, to defuse conflicts, show kindness, acceptance, and understanding. Professional conduct is key, focusing on evidence-based behaviours, and maintaining a neutral tone in communication. Listen empathetically, addressing issues directly with the person involved. If conflicts persist, involve management or consider restructuring teams or transferring individuals to different departments.