What is conflict management?

Conflict management is an indispensable skill that includes patiently listening to both sides and coming up with an unbiased solution tactfully and constructively. When handling conflicts, a manager’s goal is to yield a positive outcome from debates and confrontations that happen between individuals in the work environment. With proper conflict management, managers can help improve business relationships and create a more positive and result-oriented environment. However, it’s crucial to handle and resolve conflicts in a way that respects everyone’s points of view and needs.

Common types of conflict in the workplace

Conflicts may occur between two employees, between an employee and a supervisor, or between a company team and a client. Some conflicts may be short-lived and end on their own, while others may need a manager’s intervention. Here’s a quick review of the three most common types of conflict in the workplace:

• Conflict between coworkers: Disagreements and disputes between two employees usually arise due to different styles of work and personal habits. Such conflicts may also result from cultural differences and personal prejudices. For example, one employee may think it’s okay to use an extra sachet of coffee in the pantry for a quick break. On the other hand, the other employee may feel this person doesn’t respect boundaries and has no respect for people’s personal belongings.
• Conflict between employees and supervisors: Supervisors and the team members working directly under them often have an unmentioned power imbalance. Supervisors and employees have different priorities, which can sometimes make communication difficult and lead to disputes. For example, a team leader may often intervene when he sees one of his team members struggling to complete a task. While some team members may appreciate the help, others may feel smothered and see it as micromanagement that threatens their freedom to work in a way that suits them.
• Conflict with clients and customers: Such conflicts often arise due to a gap in communication and different or unclear expectations. For example, a client and a service provider may agree on certain deliverables. However, they may end up having a disagreement if they do not communicate the level of involvement by providing references to the client beforehand.

Common reasons for conflict in the workplace

Here are the most common causes of conflict at work:

• Differences in personality
• Differences in personal beliefs
• Differences in the styles of working
• Communication gaps
• Misunderstandings
• Levels of support
• Availability of resources
• Poor management
• Unclear targets and priorities
• A poorly organized workplace
• Discrimination and harassment
• Bonuses and performance reviews
• Employee contracts

Examples of conflict management styles

When it comes to conflicts, there’s no one-size-fits-all solution. Every situation is unique depending on what triggers the conflict. Managers responsible for handling conflicts should always review the situation without any bias and apply the appropriate conflict management style that’s best suited to the given situation. Here are some examples of different conflict management styles:

• Accommodating: If you handle conflicts with this style, you emphasize others’ priorities more than yours. With an accommodating style of conflict management, people feel more comfortable speaking their minds; therefore, most disputes can be resolved with minimal effort.
• Avoidant: The avoidant style refers to shrugging off the problem or avoiding the issue altogether until it resolves itself. The avoidant approach is often beneficial in heated (or petty) disputes that require the people involved to calm down, collect their thoughts, and seek clarity.
• Collaboration: If you prefer the collaborative style of conflict handling, you work with others assertively and cooperatively. This style is all about finding a win-win solution that satisfies everyone and repairs relationships. With this style, you don’t just tell people what to do but encourage the people in conflict to contribute to the solution.
• Competitive: The competitive style of managing conflict best fits highly opinionated people. With this approach, you put less emphasis on others’ feelings and more focus on logical negotiation. However, this style may make you seem authoritarian and make your team members feel hesitant to air their feedback, views, and concerns openly.
• Compromising: With this management style, you act as the mediator. You listen to each individual involved and come to a solution that satisfies both sides. The people in conflict usually just share their concerns and views in this style of conflict management but do not contribute to the solution.