Understanding what conflict is
Before you can start resolving conflicts, you need to know how to identify them. Not everything that causes a stir in the office is necessarily a conflict.
Conflict vs. inappropriate behavior: know the difference!
- Conflict involves at least two people with differing goals or opposing perceptions. Examples: interpersonal tensions, disagreements over strategy, personality clashes.
- Inappropriate behavior, on the other hand, involves one person disrupting the team without targeting anyone in particular. Examples: an employee who is constantly late, who grumbles at every meeting, or who spends more time shopping online than working.
In short, if two people are fighting over a resource or a project, it's a conflict. If an employee is acting out, it's a behavioral issue. And guess what? Unmanaged inappropriate behavior can quickly escalate into conflict and impact other team members...
And if the problem doesn't come specifically from the people involved, it can also come from the organization itself. A vague procedure, a poorly defined objective, or a misunderstood hierarchy can cause even the best colleagues to disagree. Conflict is sometimes a symptom of a system under strain—not a lack of understanding.
Preventing conflicts: laying the groundwork
The best conflict is one that doesn't need to be managed because it never arose in the first place. To limit tensions within your team, here are some best practices:
- Create a climate of trust: a space where everyone feels free to express their ideas and problems without fear of reprisals.
- Set clear expectations: avoid misunderstandings by clearly defining roles and responsibilities.
- Identify warning signs: latent tension, conversations that freeze when you enter the room, sudden silence from an employee who is usually talkative? These are all signs that something is going on.
- Intervene early: waiting for the conflict to resolve itself is a bit like hoping your car will repair itself.
Managing conflict: the 4-step method
When a conflict arises, here is an effective method for resolving it diplomatically.
1. Assess the situation
- What is the nature of the conflict?
- Who is involved and to what extent?
- Is the problem one-off or recurring?
2. Encourage dialogue between the parties
Use nonviolent communication (NVC):
- Describe the facts without judging.
- Express your emotions.
- Specify your needs.
- Make a concrete request.
3. Choose the right approach
Adapt your response to the nature of the conflict:
- If the conflict is minor: let the people involved try to resolve it themselves.
- If the conflict is more serious: set up a framework for discussion.
- If the situation is out of control: call on human resources or a third party.
4. Put an action plan in place
A resolved conflict does not mean it will not happen again. Put a follow-up plan in place and make sure the tensions do not return.
Practical cases: how to manage different types of conflicts
- The “hearsay” conflict: An employee reports tension between two colleagues. Before intervening, verify the facts and talk to those involved.
- Escalated disagreement: Two employees strongly disagree on a project. Initiating a structured discussion can prevent tension from paralyzing work.
- Public clash: A conflict erupts violently in front of everyone. Priority: calm the situation and postpone the discussion to a more private setting.
- Structural conflict: Recurring tension over work organization must be addressed upstream by reviewing processes.
When to call in a third party?
If the conflict persists, seek:
- Human resources for internal support.
- An external mediator in the event of a prolonged deadlock.
- Disciplinary proceedings as a last resort.
In conclusion
A good manager does not shy away from conflict: he or she anticipates it and manages it methodically. The sooner and more effectively you intervene, the more harmoniously your team will work. And don't forget... sometimes, a simple “Talk to each other!” can prevent a lot of drama.
So, are you ready to be the conductor rather than the firefighter?
To go further:
Leadership: preventing and managing conflict in your teams
