by Chris Breedon

As an independent mediator and conflict resolution practitioner I have seen firsthand how destructive unresolved or poorly managed conflicts can be for workplaces and organizations.

Conflicts and disagreements are inevitable in any organization. It's the nature of human relationships. Problems can arise when we lose sight of the wider goal and focus and concentrate only on winning the argument, or when we haven't learned effective conflict management skills.

Whether it's about who gets the biggest office, who should be promoted, or how resources should be allocated, issues can often snowball into large and unhealthy disputes. That's where conflict resolution/management skills are required but too often are missing from a mangers/leaders skillset.

Proper conflict management isn't about deciding who is right or wrong. Rather it’s about reaching a solution that considers everyone's viewpoints while aligning with the organization's goals and values.

The first step is always recognizing that there is a problem and admitting that help might be necessary to solve it. Often when a conflict requires a 'difficult' or facilitated conversation a mediation by a neutral third-party who assures confidentiality and impartiality is a good choice. That role then becomes about helping parties identify their interests, understand each other’s needs, and develop options that meet those needs. However, managers equipped with the right skills sets should try and facilitate solution finding themselves.

It’s not about providing solutions but facilitating conversations that help those in dispute find their own solutions. This ensures they become more invested if they find the answers.

This approach ensures respect is maintained during the resolution process, which will also lead to improved working relationships post-conflict.

Disputes will always arise — but through efficient conflict management, we can ensure they don't descend into destructive battles. One thing all successful organizations have in common is a well-designed conflict management process founded on quality training.

If you are a leader or manager then the chances are you will have had to deal varying levels of conflict within your team.

How do you/did you respond?

What did you consideration before responding?

Conflict can emerge for a number of reasons, including but not limited to:  differences in opinions, expectations, behaviours, performance, sickness, absence, and a breakdown in relationships. Changes in organizational structure and working environment can also lead to conflict.

Healthy conflict can be beneficial and to some degree should be encourage, but when left unchecked, conflict will almost certainly spiral out of control and cause damage to your organization and team as well as reducing productivity and morale. It may even lead to staff resigning.

The negative impact of conflict can be substantial both in terms of finance and personnel. There can significant costs involved administering formal proceedings, sickness, management time being diverted to dealing with the conflict, staff turnover, lower morale, poor working relationships and a loss of focus. However, efficient and effective conflict management strategies can be developed to help prevent, manage and respond to conflict.

Providing support to your team when they are experiencing conflict is crucial. To properly manage conflict, managers need to be equipped with the necessary skills and training to handle complex situations. It isn’t a natural skill that magically comes with promotion or appointment. It requires a level of training and experience.

With the right approaches the negative impact of conflict can be minimised, which, in turn, will promote a more positive and productive working environment. However, you will not always be successful and/or there may be conflicts you decide you want to avoid but also solve. That's where external mediators can be invaluable in providing a neutral and confidential service to your organisation.

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