Too much friction at work? How to resolve team conflict

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The fallout from poorly managed, unresolved team conflict can lead to the following negative consequences:⁷

1. Productivity declines within the team and managers have to spend time addressing the conflict.
2. Morale and motivation drop throughout the team, even if the conflict is only between two members. Misery has a habit of spreading.
3. Costs rise due to higher employee turnover rates. When conflict isn’t being effectively managed, things can get so unpleasant for an employee that it’s easiest just to resign.
4. Higher rates of absenteeism. We’ve all had those days when we just can’t face going into the office. Those days happen a lot more often when there’s workplace tension.
5. Mental health issues. Unrelenting stress can lead to anxiety and depression.
6. Financial costs. The bottom line can easily be affected when employees disengage and productivity declines.
7. Toxic work environment. Co-workers talk, gossip happens, and bad vibes can permeate a company quicker than you might think.
8. Creativity and innovation are stifled. No one does their best work during times of negativity and unhappiness.

How do you spot signs of conflict within a team?

The better you know your team, the sooner you’ll notice when something is amiss. The well-being of each team member is your responsibility – and pays dividends for your company – so keep an eye out for signs that all is not well.

Disrespectful language is a dead giveaway. If one of your team members is making snide remarks or being downright rude to a fellow team member, get to the bottom of it fast. Workplace incivility can be toxic to your company’s culture if left unchecked. Keep in mind that even if there is no open hostility, passive-aggressive behavior can do just as much harm.

Observing the body language and nonverbal communication of team members when they interact or participate in meetings is a very useful way to gauge whether there’s friction or bad blood⁸. Eye rolling is an obvious one, but far more subtle cues can also come into play. Grim facial expressions, lack of eye contact, and crossed arms are just some of the non-verbal ways employees communicate their unhappiness.

Notice if team members seem to be avoiding each other, or if there is tension between them (the way they typically communicate may have changed, for example). Frequent disagreements may arise, or collaboration among team members may be less than usual (leading to siloed work, task double-ups, and reduced productivity).

Watch for signs of flagging enthusiasm (slumped posture, losing focus during presentations and meetings, spending too much time chatting with friends, or scrolling through social media during work time). Observe team dynamics and ask team members for their take on how they think the team is faring during one-on-one meetings. Take notice if cliques appear to be forming or workplace gossip is on the rise.

Developing your emotional intelligence will make these signs easy to spot. Coach Marlee at F4S offers expert coaching sessions for leaders wanting to develop their EQ in bite-sized lessons tailored to their goals.

11 tips to process conflict and have constructive conversations

The most effective leaders don’t start out in management roles knowing all there is to know about resolving conflict – they hone their communication skills over time and develop an action plan to build bridges of understanding between teammates. They know conflict is unlikely to resolve itself and learn not to fear conflict but embrace it! Plus, if they don’t master the art of effective conflict resolution, they soon realize that retention rates suffer⁹.

Why would leaders embrace conflict, you might ask? The answer is that a resolution process designed to help employees in conflict find common ground often leads to a positive outcome not just for the involved parties, but for the entire team. Conflict can provide a useful way to encourage constructive communication between team members, and even lead to a more positive work culture.

On the flip side, a seemingly small issue can quickly turn into a monumental problem if it isn’t addressed fairly, promptly, and respectfully. Let’s look at some of the approaches to conflict resolution you can take to resolve employee conflict before it turns ugly:

1. Find a suitable location to discuss the issue. Avoid talking it out in an open-plan office and, where possible, bring remote workers and hybrid workers together in person.¹⁰
2. Address the issue in a non-threatening manner using a calm tone of voice. By doing so, you’re setting the tone for the meeting ahead, and encouraging each party to communicate in a respectful, level-headed way.¹¹
3. Be prepared for heightened emotions. Conflict can be more stressful for some people than for others, depending on their personality and past (if they’ve faced a similar situation before and the outcome was negative, it can be triggering). If emotions are fraught, take a break and resume the meeting when feelings have subsided.
4. Ensure each person in the dispute feels heard and understood, and that they can talk without being interrupted. Using active listening skills and playing a mediator role if the other person tries to interject will be important here.
5. Identify ‘WIIFM’ (what’s in it for me?). Begin by understanding the interests and concerns of each person involved in the conflict, emphasize the mutual gains of resolving the conflict, and outline the negative consequences that may arise from not resolving the conflict. This incentive-based approach to motivation can be a very effective way to inspire change and resolve team conflict.¹²
6. Allow enough time for the issue to be discussed, and be prepared to have additional discussions to resolve the issue. Having unrealistic expectations isn’t helpful – if people are finding it difficult to work together and their patterns of behavior are ingrained, it can take time to work through.
7. Be empathetic. It’s no fun being embroiled in conflict, so lend a kind ear. Perception of workplace empathy is a key indicator of employee well-being and promotes engagement and retention.¹³
8. Help each party see the other’s point of view. Summarize the issue from each person’s perspective, asking them to confirm you’ve understood their side of the story.
9. Take a collaborative approach. Invite each employee to come up with ways they might resolve the issue by compromising or moving forward with a mutually beneficial approach.
10. Communicate expectations to difficult employees. Sometimes, even the best-run conflict resolution meetings will hit a roadblock if one person refuses to acknowledge their role in the problem. Whatever their reasons, be clear with them about how acceptable behavior is defined in this workplace. If they show no willingness to resolve the issue, it’s time to assess their value to the organization – and the damage it will cause to the team if the situation doesn’t improve.
11. Offer additional support and resources to prevent future conflicts. Coaching and professional development training can work wonders on employee well-being and satisfaction.