Workplace Conflict Management: Four Steps to Success

Increase Productivity, Morale and Reduce Costs.

In order to increase productivity and morale and reduce the many costs associated with workplace conflict, it is important for managers to follow this four- step process:

1. Detection

Monitor the workplace on an ongoing basis to detect potential workplace conflict.  Managers are legally responsible for addressing conflict that they knew – or should have known – existed in the workplace.  To do this effectively, managers must remain actively aware of the workplace environment and dynamics. 

In addition to day-to-day observations, managers may use tools such as performance appraisals, exit interviews and staff meetings to assist in detecting the presence of workplace conflict.  A more comprehensive tool available to managers is a “Conflict Audit” which involves a third party, such as Marli Rusen, engaging in a confidential review of workplace dynamics with employees and then preparing a “Report Card” on the overall interpersonal “health” of a particular team or an overall workplace.

2. Diagnosis

Accurately Diagnose a Potential Workplace Conflict.  Commonly, in an effort to solve a conflict “quickly”, managers make inaccurate determinations regarding the underlying cause(s) of workplace conflict.  Early “misdiagnosis” of workplace conflict can aggravate the situation, significant prolong the negative workplace dynamics and result in management criticism (and the overturning of management decisions) through formal processes such as human rights proceedings and grievance arbitrations.   

Accurate diagnosis is a necessary component to the resolution of any workplace conflict.  This takes place through an objective and fair workplace investigation, one that ensures due process and natural justice for everyone involved.  An investigation should be conducted by formally trained workplace investigators, whether they are “internal” staff or external contractors.  Multi-layered or multi-party complaints, particularly those alleging human rights violations, are complicated and time-consuming and are best conducted by individuals with the necessary expertise in conducting respectful, lawful and defensible investigations.

3. Treatment

Implement Effective Remedies.  Following the Investigation, it is important that practical steps be implemented to resolve the workplace conflict as soon as possible.  Often, remedies involve performance management/discipline of one or more employees; training in communications/anger management/harassment prevention; transfers to other positions or work areas; and workplace mediations or facilitations to assist the workplace team or department in moving forward in a constructive manner.   Remedies such as discipline often are challenged in court and labour arbitrations and therefore, managers should review the remedies with an expert in workplace conflict, prior to implementation, to ensure they represent a “measured response” to the circumstances, as defined in the investigation.

4. Follow-Up

Ongoing Monitoring and Follow-Up.  The final component to this process is follow-up.   Workplace conflict is a dynamic.  Like a disease, without effective treatment and ongoing follow-up, it is likely to recur.  In order to ensure that the workplace conflict is solved on a long-term basis, managers should actively monitor the workplace and engage in informal discussions with those involved, to ensure no further problems arise or to address such problems as early and as effectively as possible.

Management Matters offers many hands on workplace conflict workshops to assist in the ongoing support and training of managers and supervisors.