When Should You Intervene in Workplace Conflict?

Navigating the complex landscape of workplace dynamics requires an astute understanding of conflict management. Conflicts, while often seen as negative, provide opportunities for growth and improvement if handled correctly. Andrea Briere, People Operations Lead at nTech Workforce, sheds light on the crucial aspects of intervention in workplace conflicts, emphasizing strategies for maintaining a harmonious and productive work environment. 

WHAT ARE THE SIGNS THAT INDICATE WHEN INTERVENTION IS NEEDED IN WORKPLACE CONFLICT? 

Timely intervention in workplace conflicts is vital to prevent their escalation. Briere points out that the necessity for intervention arises when there's a breach of workplace policies or a threat to the safety of the environment. Indicators such as declining morale, evident tension among team members, or a general sense of unease are clear signs that require immediate attention. “Ideally, intervention at the earliest stage is best as to avoid escalation of the issue or concerns,” Briere notes. 

According to an ADAA survey: “The main culprits of work-related stress - deadlines (55%), interpersonal relationships (53%), staff management (50 percent), dealing with issues/problems that arise (49 percent).”  

HOW CAN MANAGERS ADDRESS CONFLICTS AT AN EARLY STAGE TO PREVENT ESCALATION? 

Early workplace conflict resolution is key to preventing conflicts from spiraling out of control. "Managers should encourage open communication by creating an environment where people feel confident addressing concerns, thus leading to open conversations where conflicts are addressed at an early stage. Additionally, fostering a collaborative team environment allows employees to work together and acknowledge that differences create pathways to innovative solutions. Equipping managers with robust conflict resolution skills and ensuring the presence of a neutral party, like HR, during conflict discussions also contributes significantly to fair and effective resolution," Briere suggests.  

An article from All Voices recommends: “When dealing with team conflicts as a manager, asking the right questions is crucial for gaining a deeper understanding of the situation and facilitating effective resolution… Asking these questions allows managers to gain insights, promote dialogue, and guide the conflict resolution process in a constructive manner. It demonstrates a commitment to understanding the root causes and finding mutually beneficial solutions to foster a healthier work environment.”  

WHAT ROLE DOES ORGANIZATIONAL CULTURE PLAY IN MANAGING AND PREVENTING WORKPLACE CONFLICT? 

The culture of an organization plays a pivotal role in both managing and preempting conflicts. According to Briere: "Having good communication, which is directly related to an organization’s culture, captures issues before they escalate, which means there is early intervention. Additionally, open communication and positive environments mean that people feel encouraged to talk about conflicts in respectful ways. Encouraging different perspectives facilitates healthy conversations about opposing views.”   

An article from Business Leadership Today shares: “Leaders keep teams motivated by building an organizational culture that supports a positive employee experience and a cooperative work environment that is psychologically safe for all team members by maintaining effective communication, giving feedback, recognizing contributions, being flexible, providing autonomy, encouraging collaboration, offering growth opportunities, and helping them see the impact of their work.” 

WHAT STRATEGIES CAN BE EMPLOYED TO MEDIATE CONFLICTS AND RESTORE POSITIVE WORKING RELATIONSHIPS? 

Mediation is essential for restoring and maintaining positive working relationships post-conflict. "Put yourself in the shoes of each person involved. Understand their feelings and perspectives and communicate that understanding to them. Empathy goes a long way in building trust," Briere states.  

According to Briere, active listening is another critical component, as it ensures that all parties feel heard and their viewpoints are considered. Bringing in a neutral mediator, like someone from HR, helps in providing an unbiased resolution. Furthermore, post-resolution follow-ups are necessary to ensure that the solutions are effective and that employee relations continue to thrive. 

Champlain College Online recommends effectively handling workplace conflicts with these five key intervention strategies: 

1. Proactively Address the Conflict: Ignoring workplace issues leads to employee dissatisfaction. It's essential to confront and address conflicts early rather than avoiding them. 

1. Understand the Conflict's Root Cause: Spend time to accurately identify the issue at hand, steering clear of rumors. Directly gather information from the right sources. 

1. Facilitate Direct Communication Between Parties: Encourage those involved in conflict to discuss their issues together with a selected mediator involved. This approach promotes understanding and resolution. 

1. Aim for a Mutually Acceptable Solution: Work towards a resolution that satisfies all parties, emphasizing the importance of a win-win outcome where job security is retained, and tensions are reduced. 

1. Consistently Monitor Outcomes: Regular follow-up is crucial to ensure the resolution is adhered to and effective. If necessary, conduct further discussions, and in extreme cases, make tough decisions to maintain workplace harmony. 

HOW DOES TIMELY INTERVENTION CONTRIBUTE TO EMPLOYEE MORALE AND OVERALL TEAM PRODUCTIVITY? 

The promptness of addressing conflicts greatly affects employee morale and team productivity. Timely intervention not only stops conflicts from escalating but also signals to employees that their concerns are taken seriously and that the management is committed to maintaining a positive work environment.  

"Timely intervention builds trust within the team. Employees are more likely to trust leadership when they see that issues are addressed promptly and effectively. This also improves employee engagement as it allows employees to build trust in their leaders, which increases their sense of belonging. Engaged employees are more likely to be involved in the success of the team. When issues linger, this will inevitably create distractions and negatively impact overall productivity. Timely intervention helps keep the team on track as issues are being resolved quickly," Briere explains. 

An article from Money highlights: “Conflict is stressful for employees and managers alike, leading to increased absenteeism and decreased job satisfaction. Conflict resolution reduces stress levels and increases job satisfaction. Reducing stress also helps address issues timely and avoid long-term resentments.” 

FOSTERING STRONG PROFESSIONAL TEAMS 

Effectively managing workplace conflicts is not just about resolving disputes but involves fostering an environment of open communication, empathy, and respect. Briere’s insights highlight the importance of early intervention, effective conflict resolution strategies, and the role of organizational culture in maintaining a healthy workplace. For HR managers, team leaders, and managers, understanding these dynamics is crucial for nurturing a positive work environment and ensuring high team morale and productivity. The ability to navigate and resolve conflicts skillfully is an asset in today's dynamic work environments.

For more information on building strong trust with employees, read How Can I Handle Difficult Conversations with Employees? from a previous edition of nSider.