A big source of conflict can be different ideas about goals, who is responsible for those goals, what work needs to happen to reach them, and how to measure success. Being clear about who will make final decisions can be helpful if everyone feels they are being treated fairly. Regular intentional listening, when employees know their opinions are being heard, is important, as long as they also know that not every idea will be implemented.
Another source of conflict can be competition for resources, credit for completed work, or different ideas about leadership. It’s important to establish a leader for each project or each segment of a project and to explain why. A specific leader may have relevant experience or skills that others on the team may not be aware of. Perceived undeserved status can cause major conflict. If resources are being allocated to another team, it can be helpful for those who think they are getting “less” in some way to understand why this is being done. If there is an opportunity to discuss these shared resources at a later date for a specific project, that can also help defuse conflict.
Interpersonal conflict can feel very challenging, particularly if this has led to anger or hurt feelings. Anytime there are rude emails, angry exchanges, or personal attacks, the behavior should be addressed immediately. Additional task conflicts and process conflicts need attention as quickly as possible. Giving each person space to calm down and then explain their viewpoint is important. It can be helpful to talk to each person separately, without other team members being involved. Using curious questioning can help them better express their views and why they are reacting so strongly. It can also open an opportunity for self-reflection. This can sometimes lead to them self-adjusting and potentially seeing more than just their point of view. These are questions that can start with “You’re usually not this (angry, hurt, etc.), what about this situation is upsetting to you?” “Is there anything else going on that is making you feel and react this way?” “What did this person say or do that you think doesn’t align with the goals of the (team, project, etc.)?” “Why do you think (the person’s name) is also reacting strongly in this situation?”
There are steps that can help anyone better manage conflict. First, you should consider when it’s important to get involved. Sometimes you may not need to, or someone else may be better suited to deal with a situation. When helping to resolve conflict, think about using non-reactive statements and staying calm. Being aware of your own emotional state can help you better manage a tense situation. As a manager or leader, the more trust others have in you, the more effective you’ll be in helping to resolve conflicts that come up.
Conflicts are inevitable, no matter how good the work culture. Knowing how to effectively handle conflicts can be beneficial at all levels in your organization. Try to always understand the different views so that you can better find common ground and move forward.