Whenever groups of people are together, conflict is inevitable. It isn’t that people are fundamentally angry or looking to pick a fight — the root of conflict is in the differences between us. Each of us has different goals and perspectives, and when something we want to do runs into something somebody else wants to accomplish, conflict is the normal result.
“Workplace conflict doesn’t always lead to arguments or violence, although it can,” said SMG Human Resources Manager Jessica Bowden. “But even when it doesn’t rise to those levels, it can increase stress, carve away at morale and lower productivity. That’s why it’s important for managers and team leaders to know how to de-escalate workplace disputes.”
Jobsite leaders can use several simple steps to keep disputes from getting out of hand — and to shift the conversation to resolving the issue. These steps are as follows:
- Keep things calm. Workplace disputes can quickly become heated, and by the time supervisors become involved, emotions are already high. Maintaining a calm attitude helps set a tone for more productive discussion.
- Acknowledge viewpoints. Taking time to summarize each participant’s stance shows them you’re paying attention and paves the way for a resolution.
- Use active listening. Participants in a dispute are usually focused on what they want to say. Encouraging active listening without interruptions and asking clarifying questions can reduce a dispute’s intensity.
- Seek common ground. Instead of throwing fuel on the fire, look for places where the workers agree, and build on those to find a solution.
- Promote resolution. Make it clear you want the participants to help you find a workable solution to the conflict. Ask them to brainstorm ideas and come to some agreement — that encourages them to solve future problems on their own.
- Follow up. Once things have settled down, come back to the participants individually and make sure each is comfortable with the resolution. Compliment them for their willingness to cooperate.
“Open, constructive communication is a central element of a strong safety culture and is also a key element in resolving workplace disputes,” Bowden said. “When it’s clear to workers they’re responsible for minimizing disputes, they’re less likely to engage in them.” Here are some ways companies and managers can promote such communication:
- Set clear expectations. Sometimes, we assume people know what we expect of them, but they really don’t. Just as you mandate safe practices, you can make it clear workers are responsible for resolving disputes. You may even consider creating a code of conduct.
- Provide training. We all know the value of safety training. Regular training in conflict resolution can turn potential arguments into opportunities for improvement.
- Walk the talk. Safety leaders recognize the importance of modeling the behavior we want to see from workers. When we resolve conflicts productively, other team members are more likely to do the same.
You may never be able to totally eliminate disputes from your workplace, but you can keep them from becoming unnecessarily destructive. Using these strategies will make you more effective at de-escalating disputes and creating a more positive, productive work environment for everyone.
A strong safety culture starts with proper training. Learn more about SMG’s safety training courses, and schedule an online or instructor-led class for your team today.
