7 Steps to Conflict Management and Mastering Difficult Conversations
If there’s one thing you can always count on in the workplace, it’s conflict. People disagree every day, and it’s up to you as the leader of your company to be able to navigate these conflicts efficiently. Having courageous conversations and working with difficult people may seem daunting at first. But here’s the good news - the more you practice, the better you’ll get at it. Before you know it, you’ll be able to turn any conflict into an opportunity for growth. Without any further ado, here are 7 helpful steps to conflict management at work.
Step 1: Welcome Conversation
According to a research study conducted by CPP Inc., a staggering 85% of employees deal with workplace conflict. It is also estimated that the average worker will experience approximately 2.8 hours of conflict at work every week. With numbers this high, you can’t sweep it under the rug. Instead, you must foster a welcoming environment in which your employees feel comfortable coming forward with any issues they may have. Embrace conversation…even the hard topics!
Step 2: Practice Active Listening
One way to come to a conflict resolution quickly is by practicing active listening. This means that you are making a conscious effort to not just hear what the person is saying but to fully understand the situation. Communication is so much more than just words. It’s nonverbal cues, body language, and even the tone of voice. By taking the time to understand the full context of the complaint, you will show your employees that you are a trustworthy leader who wants to effectively solve conflicts as they arise.
Step 3: Search for Common Ground
Another great way to navigate conflict in the workplace is by finding the common ground on which to build a conversation. It is far too easy to focus on disagreements and differences, but taking a more collaborative approach can lead to a more positive outcome. Start by asking the question, “What do we agree on?” Once you’ve answered that, you will be well on your way to a mutually acceptable solution.
Step 4: Display Emotional Intelligence
Having a high level of emotional intelligence is a trademark of any great leader. This includes not only emotional regulation but also self-awareness. Before you enter into a challenging discussion with agitated employees, be sure to check in with yourself. Be mindful of your own emotions and how they may impact the situation.
Step 5: Establish Clear Communication
Oftentimes, conflicts arise out of simple misunderstandings. The best way to navigate this type of issue is through clear, concise communication. Avoid any jargon and speak directly.
Step 6: Nurture Team Building
Going back to the aforementioned growth opportunity, addressing conflicts openly can result in a stronger team. By finding resolutions quickly and peacefully, you will instill more confidence in your employees regarding your leadership skills.
Step 7: Escalation vs Deescalation
Do you have a formal escalation process in place? If conflicts arise frequently, you may need to consider creating one. Some issues can be dealt with on a team level; however, others may require a more formal response. If you already have an escalation process in place, now is a great time to review it to see whether or not it is effective.
Lead Your Team to Solutions
Great leaders are able to navigate workplace conflict with ease, but it can take some practice. Ask yourself these questions to see if your conflict management style is effective:
Do you remember a time when unclear communication caused conflict? If yes, how might that have been prevented?
How many of the aforementioned steps do you already practice?
Which areas mentioned above do you feel could use some improvement within your company?
In order to grow as a leader, you must be able to reflect on your experiences honestly and acknowledge both your strengths and weaknesses. Here at Leadership Delta, we are dedicated to helping you become the best leader possible. Don’t let conflicts hold you back! Connect with our experts today to discover a path to leadership excellence.