Ontario Municipal Human Resources Association

Every employee in a workplace comes with different ideas, backgrounds, perspectives and values. This diversity shapes the culture but can also become the basis for conflict. As we strive to maintain a psychologically safe work environment, we need to ensure the management of conflict but also the resulting damage to the workplace that conflict creates. Organizations must provide employees with the resources and processes to manage conflict and ensure the workplace recovers as a safe, harmonious and productive environment.

Managing Conflict

The first step in managing conflict is understanding the root cause. This could include differing opinions, competition for resources, personality differences or misunderstandings. Conflict can be between individual people, within a team, between teams, or related to organizational policies or culture.

The next step is to clearly define what the conflict is about, the most effective way to do this is through active listening. All parties involved need to be provided with a safe space to share their perspectives without interruption and need to feel heard. From those discussions, it is important to find common ground and identify shared goals or interests to foster collaboration. Motivate the parties to work together to generate possible solutions and decide on actionable steps to resolve the conflict that everyone agrees to. Ideally, it is a win-win outcome where both parties feel satisfied with the resolution.

Finally, everyone involved needs to be held accountable to the actions and deadlines through regular check ins with the involved parties. Guidelines for respectful discussions need to be established to maintain a constructive atmosphere. This follow-up will ensure the resolution is working or allow for an open dialogue to adjust the resolution as needed. The agreed upon solutions and next steps need to be documented.

Techniques for managing conflict include:

1. Mediation: Involving a neutral third party to facilitate discussions and propose solutions.
2. Negotiation: Allowing parties to find mutually acceptable solutions.
3. Collaborative Problem Solving: Working together to address the underlying issues rather that focusing solely on individual perspectives.

Workplace Recovery

After a conflict, teams may experience reduced morale, trust issues or productivity decline. The recovery process helps restore/foster healthier working relationships and rebuilds a positive work atmosphere.

Steps for effective recovery include:

1. Acknowledge the Conflict: Recognize that an issue occurred and its impact on the team.
2. Facilitate Open Communication: Encourage discussions about feelings and perspectives post-conflict to prevent further misunderstandings or miscommunication.
3. Rebuild Trust: Engage in team-building activities or trust exercises.
4. Focus on Solutions: Shift attention to moving forward rather than dwelling on past disputes.
5. Encourage Team Collaboration: Foster an environment where teamwork is prioritized to prevent future conflicts. Regular check-ins will gauge team morale and address any lingering issues.

Recovery can be addressed through:

1. Feedback sessions: Regularly scheduled meetings to discuss progress and concerns.
2. Workshops: Training sessions focused on communication, teamwork, and conflict management.
3. Professional Development: Offering resources, counselling or training to improve interpersonal skills.

By prioritizing both conflict resolution and workplace recovery, organizations can create a more resilient and trusting environment. This not only enhances productivity but also boosts employee morale and retention. Addressing issues head-on and fostering an atmosphere of open communication can significantly enhance team dynamics and overall performance. When conflict arises, we often hear the phrase “I just want everything to go back to normal”, it is our job as leaders to help employees accept what happened, grow from it and create a new normal.

Written by: Kathy Weidhaas, Director, Human Resources, City of Waterloo