How to resolve conflict in the workplace 

One of the hardest parts of being a manager is dealing with people. People management is a skill that takes time to develop, and it can be challenging learning how to get the best out of different personality types. 

To help take the mystery out of people management, we have put together a few tips for creating a healthy environment:  

• Create a healthy culture. Treat everyone in your team fairly and equally, provide them with praise and recognition, and be open and honest at all times.
• Learn to spot the early signs of conflict. Read team members’ body language (e.g. crossed arms), facial expressions and tone of voice.
• Deal with conflict promptly. Take action early to help your people resolve the situation before it escalates.
• Develop rules for handling conflict. Ensure team members listen to one another, respect each other’s points of view, and refrain from interrupting each other.
• Never take sides. Your role is to help the team members address the issues causing the conflict and reach a resolution that works well for them.

If a dispute gets out of hand, we recommend talking to the head of HR at your company. As an expert in human resources, they should be able to provide help and support as well as leading team building and dispute resolution activities. 

Workplace team conflict examples

Although every situation is unique, there are a few types of conflict in the workplace that are most likely to occur. 

Understanding problems is a key step towards finding solutions for them. Two of the most common scenarios are disputes between employee and boss, and disputes between team members. 

Below, we break down each type and give deeper insights.

1.Disputes with the boss

The situation of an employee who has constant clashes with their boss typically comes about when their boss shows little faith in their skills and ability and doesn’t have confidence that the employee can get the job done without micromanagement.

The individual may have been overlooked for a promotion, or their boss may have different ideas about what the employee’s role should be and very different perceptions about priorities and what needs to be done.

For insights into addressing issues with problematic managers, explore our guide on how to deal with bad managers.

Read more: Setting up a grievance handling procedure

2. Friction between colleagues

In today’s working world, collaboration is key. But, work can be stressful and competitive, and these two combined don’t always bring out the best in people. 

Tension can flare up among co-workers for any number of reasons. From perceptions of unfair workloads, unjust recognition, and favouritism to different views on how a task should be completed. 

Despite all the work-related pressures, some of the most problematic disputes between colleagues come about because of egos, personal values, and office politics.

Learn more about managing difficult colleagues in our guide on how to manage toxic staff.

Read more: Is excess workload at work considered bullying?

 

Team conflict resolution examples

There are several methods of dealing with conflict in the workplace as a manager, and your approach to settling arguments will be situation specific.

How to resolve conflict with a boss

One of the most challenging disagreements to handle is between a boss and their employee due to the power dynamic. Therefore, this needs to be handled delicately. 

As with all dispute resolution, communication is integral. Firstly, it’s important to get an understanding of both perspectives. Why does each party feel the way they do, and what is their reasoning for their behaviour? 

For example, the boss may have no idea that the employee was looking for more responsibility, and their “micromanaging” of them was just their way of making sure the employee didn’t get overwhelmed with the tasks at hand. Whilst their employee may feel like they are not trusted due to feeling micromanaged. 

From here, it leaves room for an open discussion around how both team members can move past the incident and work together more effectively. 

How to resolve disagreements with a colleague

With an honest and open approach, you can resolve most types of co-worker conflicts. When it comes to differing views on how a task should be accomplished, it’s important to recognise all ideas and find common ground.

Focus on what aspects both parties agree on, and figure out if there’s one way that appeals to both of them. If not, approach someone higher up to get their help in making the decision.

To resolve more difficult conflicts with colleagues, it’s important to approach the situation with a positive attitude and focus on solutions rather than apportioning blame.

Conflict in the workplace resolution procedures

According to UK law, disputes usually fall into one of two categories, grievances and disciplinaries. Grievances refer to when an employee has a concern that needs to be addressed with their employer. Whereas disciplinaries are when an employer has problems with their employees conduct.  

It is recommended that companies and their employees attempt to deal with both types of issues informally if this is at all possible. If both the employee and employer can settle the dispute informally, it saves the time and stress of a formal disciplinary or grievance process. 

Informally dealing with a grievance or disciplinary matter would usually involve a private chat between an employee and their manager or another senior figure in the business. It is best practice to keep a record of what was discussed in writing.

In situations where a matter cannot be resolved informally, a more a formal legal process will need to be pursued.

The ACAS Code of Practice on Disciplinary and Grievance Procedures

Where a formal process is required it is essential employers should follow ACAS Code of Practice on Disciplinary and Grievance Procedures. 

The Code requires employers to have in place written procedures for dealing with formal disciplinary and grievance matters. These written procedures should provide that: 

• a formal meeting be held with the employee before taking any decision on disciplinary action or the outcome of a grievance
• employees should be given advance written notice of the purpose of the meeting so that they have time to prepare
• employees have a right to be accompanied in the meeting
• the outcome of the meeting be confirmed in writing
• employees have a right to appeal any decision made 

The right to be accompanied

Disciplinary meetings are intimidating and employees have a statutory right to be accompanied by a companion where the meeting could result in:

• a formal warning being issued;
• the taking of some other disciplinary action (eg being dismissed); or
• the confirmation of a warning or some other disciplinary action (ie in an appeal hearing)

The statutory right to be accompanied is by: 

• a fellow worker
• a trade union representative 
• an official employed by a trade union.

Employers may choose to allow employees to be accompanied by other types of companions if they wish, such as a family member or a lawyer. . 

Right to appeal

The Code also states that employees should be allowed to appeal any disciplinary decision and any grievance outcome.

The process for the appeal should be set out in the employer’s written disciplinary and grievance procedures and, where possible, should be heard by a manager not previously involved in the case.

Generally, appeals involve follow-up formal meetings, and an outcome confirmed in writing. 

Read more: Setting up a workplace policy

 

Remember, team conflict is normal

It’s important to understand that disputes are a normal and healthy part of work. However, learning how to manage team arguments in the most effective way is an essential skill. Creating a culture where differing opinions are encouraged, as long as they are expressed with respect, allows for a safe space to disagree and spark innovation and new ideas. 

As a HR manager, it’s crucial to treat conflict with respect. But, instead of having to put out fires, educate and empower your people to treat each other with respect, and work through problems themselves.

To learn more about resolving team conflict in the workplace, download our guide now.