We have no doubt all experienced some form of conflict in the workplace – whether you were directly involved or a bystander to the uncomfortable atmosphere it brings. However, conflict itself is not always something to be avoided at work, in fact it can have many benefits to an organisation. We are all human, with human emotions, which means avoiding conflict and disagreement at all times is impossible. These behaviours are a natural reflection of the care and dedication employees feel towards their work and should not be brushed over or ignored.
Instead, it’s the way conflict and disagreement are approached and dealt with in the workplace, that moves the lever from having a negative impact on the culture and business performance, to a positive impact.
What if the workplace could transform conflict into collaboration, turning disagreement into a driver of success?
The causes of conflict and the role of leaders
Conflict in the workplace typically stems from various underlying factors. These sources of tension may be virtually unnoticeable at first, but it’s up to leaders to spot the early warning signs. Issues come in many different forms; from clashes in values or personality to imbalanced resources or workload. If ignored, small grievances can very quickly grow into major disputes, harming team performance and morale.
Alarmingly, DDI’s Global Leadership Forecast 2023 found that only 30 percent of leaders feel confident in their ability to handle disagreements, revealing an urgent need for leadership development programs to address this gap. Leaders cannot be expected to manage conflict without support or training; it is down to organisations to equip their leadership teams with the skills and expertise to not only identify issues, but to quickly and successfully resolve them before they escalate further.
So, how can organisations shift their mindset from conflict avoidance to constructive disagreement?
The key lies in creating an environment where HR professionals and leaders work together to foster open dialogue, respectful disagreements, and collaborative problem-solving. When approached constructively, disagreements can fuel innovation, improve decision making, and enhance team cohesion. There is a fine line between constructive disagreement and unproductive argumentation, and it’s up to leaders to define where that line is.
It’s not a case of removing conflict but preventing it and fostering a culture where employees navigate challenges constructively.
How to make disagreements constructive
Establishing a workplace culture that embraces constructive disagreement requires leaders to create an environment where differences are not just tolerated but welcomed. There are specific practices that leaders can deploy, to ensure that discussions within their teams remain productive and avoid descending into unhelpful conflict, while remembering their primary responsibility is guiding the resolution, not solving the problem themselves.
Practices include:
- Open communication and listening: All opinions should be welcomed, and people should feel comfortable raising them. It’s the leaders’ role to encourage team members to speak up, even if their views differ. Leaders must make sure to listen empathetically and try to understand others’ perspectives without any judgment.
- Never make it personal: Disagreements and discussions should always focus on the issue at hand, never allowed to develop into personal attacks or judgments. Leaders should ensure their teams follow simple guidelines like being respectful, avoiding interruptions, and sticking to the topic to keep discussions productive.
How HR plays a part in the conflict resolution process
HR professionals are instrumental in how an organisation handles conflict. By focusing leadership development programmes on building these vital conflict management skills, HR can help create an environment where disagreements lead to growth, not division.
As an example, leaders might require support in how to ensure they remain as the facilitator of resolution with their teams rather than trying to solve problems directly, which might feel more natural to them. This change in thinking, especially for leaders new to their role, requires a conscious shift in mindset, and strong will to remain impartial to ensure the issue is resolved as quickly and efficiently as possible, with minimal repercussions.
Empathy plays a vital role here and is a powerful tool for defusing strong emotions and creating space for calm, productive discussions. However, being an interpersonal skill, it doesn’t come naturally to every person in a leadership role. Through proper training, leaders can practice this crucial leadership skill as part of their development.
Leaders should be equipped with open-ended questions that help guide discussions toward resolution, and HR can incorporate these techniques into leadership development programs to help leaders feel confident to apply open-ended questions in the conversations they have with team members. By creating a safe-space and allowing employees to express their feelings, frustrations and perspectives, leaders can empower their teams to take ownership of the solution. Not only does this resolve the conflict at hand, but it also builds trust, accountability and team cohesion.
The impact of constructive disagreement
Constructive disagreements present a unique opportunity for leaders and their teams to learn and grow. When this is actively encouraged, organisations will notice a number of benefits.
For example, when team members are in the habit of challenging each other and asking questions, it leads to deeper thinking and more creative solutions. Similarly, this also impact decision making, encouraging teams to consider multiple options and come to a unanimous agreement rather than settling on one that might raise concerns for some people. When employees feel like their opinion is valued, they are more engaged and likely to make meaningful contributions and take pride in their work.
A true marker of effective leadership is the ability to resolve conflict in a way that can transform challenges into valuable opportunities for growth and innovation.
HR professionals play a crucial role in this transformation, supporting leaders to develop crucial skills like expressing empathy and empowering team members. As leaders grow and refine their skills in conflict management they create an environment where open communication flourishes, innovative ideas emerge, and collaboration thrives.
DDI’s Global Leadership Forecast 2023
