How to manage a conflict in the company?

Whether the result of a difference of opinion, a rivalry, a stressful situation or poor communication, conflicts are inevitable in the workplace and can be very harmful if not defused in time. Here are some essential keys for anticipating and managing employee conflicts.  

1- Identify the cause of the conflict

If a conflict arises between employees, the manager must first identify the cause of the dispute, since the sources of conflict at work can be very varied. Here are some examples of conflicts in the workplace:

• Conflicts related to differences of opinion, values, methods, etc.
• Conflicts arising from misunderstandings.
• Conflicts related to the context (crisis situation in the company, stress, frustration with difficult customers, negotiation, etc.).
• Collective conflicts in the company.
• Intercultural conflicts.
• Intergenerational conflicts.
• Interpersonal conflicts caused by excessive authority and abuse of power (aggressiveness, devaluation, confrontation, etc.).
• Social conflicts.

Whatever the cause of the conflict, the team leader must react quickly to prevent the situation from escalating. In particular, they will have to determine the employees involved, and the degree of the conflict. Is it just a simple difference of opinion or a more serious dispute? To better understand the origin of the conflict, the local manager should first speak with each party individually. The employees involved will then be able to freely express their thoughts, enabling the manager to gain an overall picture of the conflict situation. In addition, in order to spot a conflict in its early stages, it pays to be attentive to any warning signs, such as avoidance, tension, competitive spirit, depreciatory remarks and comments, sideways glances, etc.  

2 - Bring together the parties involved and restore communication

Once the cause of the conflict has been identified, the parties involved must be brought together. To avoid off-the-cuff conversations, the manager must conduct this meeting rigorously, announcing from the start how the exchange will take place, and reminding parties of the basic rules of courtesy (e.g., not cutting off the opposing party, taking the time to listen to the other party). They should encourage each protagonist to listen to the other's opinion, take a step back and show empathy. The manager can also summarise and rephrase what each person has said and, at the end of the interview, take stock of what has been discussed. The goal is to restore benevolent communication that allows employees to express their point of view and find common ground. Each employee must feel listened to, understood and free to express themselves without fear of judgment.  Once a consensus has been reached, the stated commitments must be written down and signed by each party in order to resolve the conflict in a constructive and lasting manner.  

3 - Adopt the posture of mediator

It should be remembered that in a conflict situation, the manager's role is that of a mediator, in that they must neither take sides nor express an opinion. The manager must stick to the facts and remain objective, without ignoring the situation. They must express their wish to defuse the conflict situation, and demonstrate their understanding of each party’s feelings, without being judgemental or complacent. In addition, resolving disagreements in a company requires a certain number of qualities, including empathy, emotional intelligence, patience, open-mindedness and active listening skills. It is also important to value each individual, to remind them of their achievements and to congratulate them for their efforts, so that a positive climate can be restored.  

4 - Anticipate conflicts in the company

As a line manager, you must be proactive to prevent conflicts in your company: listen to your employees, their fears and their concerns. A team leader has to be attentive to signs of discomfort, and implement good practices to promote the quality of life at work and further employee development. It is also vital to maintain good team cohesion and a spirit of mutual support within the group. This can be achieved through the organisation of  teambuilding activities or training sessions that cover non-violent communication techniques. To maintain a friendly and optimistic atmosphere, regularly value the successes and accomplishments of each individual, without showing any favouritism . To encourage teams to maintain a respectful and benevolent dialogue, the manager must also set an example through their own behaviour, mode of communication and ability to calmly manage stressful situations. Lastly, in order to anticipate the risk of conflict, you must get to know your employees during individual interviews so you can identify any difficult personalities and spot any discomforts, thereby facilitating conflict management in your company.  

5 - Call on an interim manager to manage company conflicts

If they become entrenched over time, conflicts can be particularly harmful for all employees since they degrade relationships, disrupt work, impact team morale and motivation and undermine self-confidence. In the long run, they can considerably impact on the company's performance and lead to burn-out. They also reflect a very negative image to customers and partners. It is therefore crucial to resolve conflicts in a reactive and efficient way. To do this, the intervention of a third party such as an interim manager can be very beneficial. At WAYDEN, our interim managers and executives have the human qualities necessary to manage conflicts in the workplace: interpersonal skills, empathetic listening, charisma, relational and emotional intelligence, active listening, diplomacy, assertiveness, etc. With 15 to 25 years of experience in senior positions in complex environments, they are able to defuse with agility all types of conflicts in the company, whatever they may be. They will also be able to provide advice to managers to facilitate the resolution of future conflict situations. As true leaders, they can re-establish a climate of trust, restore team spirit and ease tensions.