Handling Conflict in the Workplace

Anger, like most things in life, can be used either in a positive or negative manner. If used negatively, it can quickly reverse the fortune of a successful business, which is why you need to take the reins immediately.

Conflict can occur at any time, for any reason: a dispute between employees, a complaint against management, or even an issue arising between companies. While not every situation can be solved by a single person, you can do a lot to prevent misunderstandings or other conflict that comes from your employees.

It's important to address the situation as quickly as possible after it pops up; waiting too long will only add ire to an already tense moment. By displaying the willingness to work things out, you're letting the employee know you understand their position and are genuinely concerned about coming up with a solution. By delaying your response unnecessarily you invite problems you can easily avoid.

If the matter is of a sensitive nature or otherwise dealing with a topic best left behind closed doors, you would normally choose to wait until you could speak with the employee in private. Sometimes, however, an issue that would usually be kept private comes out at a public staff meeting and needs to be handled in front of those who may not normally be included in such conversations. In these situations you may want to leave the option open to the employee who brought the matter up to discuss it right there in public, or wait for a more appropriate time and place. Whichever option they choose, it's important to honor their decision lest they think you don't stay true to your word.

Whether in private or public, make sure to let the employee say their piece. You can direct the conversation in a non-confrontational manner, and let them know you're willing to hear whatever they have to say even if it's against you or your style of management. If they don't want to open up, don't force the issue, but invite them to speak to you about it later and make them aware that your door is always open to discuss difficult topics.

Using empathy to identify with the employee's position and making sure you understand their specific complaint or question will go a long way in calming any anger that might come out of a heated discussion. Even if you know one hundred percent that you're correct, it's best not to try and show the employee they're wrong. If you can come to an agreement, even on something simple such as "We can both agree this is a serious issue and don't want it to hinder our work", you should find the employee more willing to be rational about the situation. As with any human being, they just want to know someone's really listening to them without any lip service.