July 6, 2023
Whenever a group of people works together, there is a potential for conflict. It can occur for a variety of reasons and may arise among employees or between customers, contractors, and employees. The potential for conflict has been significantly exacerbated lately by several factors, including the impact of the pandemic, concerns about finances and job security, increasingly diverse workplaces, customer incivility, staffing shortages, and more. While our ability to mitigate some of these factors may be limited, there are steps we can take to minimize conflict at work.
Here are some tips to prevent—or at least reduce—conflict among employees:
A clear, well-articulated vision and mission help employees understand the broader objectives of the business. This clarity allows them to recognize priorities and visualize how their role contributes to shared goals. When everyone is aligned and pulling in the same direction, the likelihood of disputes diminishes. On the other hand, differing or competing agendas dramatically increase the chances of conflict.
Values also play a critical role in maintaining harmony. For example, if treating people with respect is a core company value, it should be actively demonstrated—not just included as a statement on a website or in an employee handbook. Values must be lived, not just written. Walk the talk.
Hiring practices should align with company values. Bringing new employees into the organization who already share these values makes it easier for them to integrate into the workplace culture and contributes positively to on-the-job performance.
Onboarding is an equally essential part of this process. It’s not just about roles and responsibilities—it’s also about understanding the culture. Much of how things “are usually done” in a workplace isn’t found in a manual, and effective onboarding helps bridge that gap.
Having a clear process for handling conflict is essential. But what does that look like in practice?
Conflict resolution procedures should outline what steps an employee should take when involved in a dispute, the role of supervisors or managers, and any involvement from human resources (if applicable). These procedures must be communicated clearly before any issues arise. Just as importantly, they should be applied consistently. Any perception of favoritism from supervisors can inflame tensions and undermine trust in the process.
Early intervention is key. A simple disagreement can escalate into a larger issue if left unchecked. Addressing problems as soon as they arise can prevent emotional escalation, keep people focused, and make resolution easier. It also helps prevent individuals from becoming too entrenched in their positions.
Clear, open communication is essential at every stage. An unambiguous conflict resolution process, combined with supervisors who listen and leadership that values respect and civility, lays the groundwork for finding solutions. Strong communication builds trust and helps maintain a productive, respectful work environment.
Supervisors and managers should receive training in conflict resolution, including de-escalation techniques. They need to understand the resolution process thoroughly and be confident that leadership supports them. This empowers them to act early and effectively.
Businesses need to be mindful of the potential for conflict and take proactive measures. Workplace conflict can significantly affect business outcomes, employee morale, and customer experience. It can also create a toxic environment that makes it harder to recruit and retain top talent. In today’s competitive labour market, where respectful workplaces are a priority for job seekers, constant conflict can seriously damage an employer’s reputation.
Remember: conflict is often a symptom of deeper issues. Addressing it may uncover opportunities to learn, improve, and adapt.
If you’re looking for additional support with your human resource needs, reach out to us at hr@go2hr.ca.
Arun Subramanian is VP, Industry Health & Safety and Human Resources at go2HR.
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