The Disruptive Effects of Workplace Conflict and How to Overcome Them

Arguments, resentment and disruptive behaviour at work can have severe consequences if not managed effectively with a workplace conflict resolution strategy. Conflicts can occur without warning, even in a normally stable environment and despite the best intentions. Often, they can be quickly resolved with a few wise words from a manager, team leader, or colleague and a handshake. However, some form of planned intervention will be essential if tensions persist.

Conflicts can present in various forms. Some are the inevitable consequences of intense emotions like jealousy and frustration that frequently lead to noisy arguments and, occasionally, physical violence. In other cases, the affected parties may display a tendency to be withdrawn and uncooperative and will often strive to avoid all contact with colleagues. Regardless of how it presents, conflict is never good for business.

In most cases, the origin of workplace conflict can be traced to one of three factors:

1. Inaccurate or unfair judgements levelled at other people or a relatively minor difficulty that could be overcome amicably in a more conducive work environment.

2. Uncertainties about responsibility and resentment that others may not be pulling their weight or whose behaviour is preventing others from meeting their deadlines or maintaining required quality standards can be particularly disruptive.

3. When there is a lack of alignment in values, employees are more likely to base their actions and decisions on what they consider essential, with no concern for preset goals or the potential impact on others.

Some Common Strategies for Resolving Workplace Conflict

Regardless of which strategies you adopt, addressing issues early enough will prevent them from escalating to the point where they could damage your business. Implementing prompt interventions will ensure you nip problems in the bud and resolve misunderstandings and minor discord before they become entrenched. The following are some of the common strategies used to limit conflict at work and improve group cohesion:

• Encourage and facilitate open communication: Encouraging staff to practice active listening and to focus on understanding others’ perspectives before expressing their own will promote a culture of empathy and mutual respect that will ensure fewer disagreements due to misunderstandings.

• Ensure everyone understands their role: Job descriptions are merely a guide. Ensuring all stakeholders understand their roles and how they align with company and team goals will leave less room for confusion, resentment and impaired performance.

• Adopt a structured problem-solving approach: The systematic approach of defining the problem, identifying its cause, brainstorming possible solutions with stakeholders, evaluating them and implementing the best option will increase the chance of a successful resolution. The use of established business tools like a SWOT analysis and problem-solving methodologies like Six Sigma will help.

• Promote collaboration over competition: Encouraging a collaborative culture rather than competition encourages teamwork. When pursuing a common goal, adversarial behaviour leading to workplace conflict is far less likely, especially if all team members are openly acknowledged or rewarded for their part in its success. Nevertheless, a competitive spirit is not without merit and should not be suppressed; instead, it should be directed in a manner that contributes positively to a team’s efforts.

• Establish a supportive environment: When employees have all the support they need, feel valued and know their opinions are heard and respected, they seldom cause problems. Creating a culture of support includes defining everyone’s role clearly to avoid overlap and confusion, ensuring allocated workloads are manageable and providing opportunities for ongoing professional development to enhance job satisfaction and personal growth.

• Mediation: Unfortunately, workplace conflict is a fact of life from which even the most successful businesses are not immune. Experience shows that mediation by an objective third party has proved repeatedly to be the most effective means to help those in conflict achieve a mutually acceptable solution. An organisational development specialist’s insight, expertise and experience can be particularly effective when workplace conflict is deep-rooted.

Professional Conflict Resolution

As specialists in human behaviour with over 40 years of experience, the Orgro team has earned the status of a South African industry leader in designing and implementing workplace conflict solutions. In addition, we offer psychometric testing services that will more easily identify employees’ strengths and areas that may need improvement. So, if your business is challenged by conflict, contact us and collaborate to create an effective resolution strategy.