What Leaders Can Do To Manage Conflict At Their Organizations

It is normal for disagreements and misunderstandings to occur between employees or business partners. As a leader, you must set the stage to ensure that these unpleasant interactions do not escalate into conflict that can impact customers or other stakeholders.

Here are three things that bosses can do to manage conflict in the workplace:

Demonstrate the behaviors you want to see

As an organizational leader, you are the role model for all who report to you. For example, if you are known as a “tough” manager your subordinates will model what they view to be successful behaviors. Sometimes, this will present itself as a conflict between your unit or team when disagreements are fueled by a “my way or the highway” culture. This is also true for “pushovers,” where employees or partners are unclear on what is appropriate and react without guidance. Leaders must also practice accountability by taking ownership of business results – good or bad. There is less opportunity for conflict because your workers have a consistent model of expectations, rewards and consequences. Other managers that place blame on others when results are bad (or take undue credit) create confusion, rather than manage issues with clarity. To prevent opportunities for conflict, take account of your leadership strengths and weaknesses and assess your own actions. Ask yourself “As a leader, am I displaying behaviors that increase trust on my team?”

Clarify or recommit expectations

In an instant, large segments of our business partners, contractors and employees are now all virtual. While it may promote business efficiency, it can make opportunities for conflict resolution more difficult. It’s understood that most conflicts at work arise due to weak relationships or disagreements over tasks. Conflict is instigated when communication is reduced to snippy emails and message apps. Moreover, empathy is lost between teammates who no longer meet face to face and develop organic relationships. Thus, leaders have a mandate to rally their teams around a common goal or outcome! There is less opportunity for conflicts to snowball if everyone is invested in an outcome and supportive of other team members to achieve it. Leaders should clarify the group’s mission and values and help members understand where they fit in.

Nip it in the bud

It is inevitable that, despite your efforts, conflicts will occur on your team and maybe with your colleagues or business partners. As a boss, it is your responsibility to manage them swiftly and effectively. Hopefully, you have a pulse on your group’s daily interactions and can quickly spot a potential conflict brewing. If you suspect that a dispute may involve racial, gender or sexual bias, it is important to deal with ASAP to eliminate the issue and avoid legal issues. Once a conflict is identified, your role is to listen carefully to all sides and not pass judgement. Once the facts are in the open, clarify any misunderstandings and ensure that all parties agree on the issue. As a leader, you can explain how conflict is interfering with business and help them understand priorities. Develop solutions together and commit to next steps.