How to Handle Conflict in the Workplace

Conflict is an inevitable part of any work environment, but how it's managed can significantly impact workplace morale, productivity, and the overall culture. Richard Birke, a professional with extensive experience in conflict resolution at JAMS Pathways, shared valuable insights on conflict management during his appearance on Business Equity & Opportunities with Scott Sander. Drawing from nearly 40 years of experience in law, academia, and dispute resolution, Birke emphasized the importance of addressing workplace disputes to potentially prevent escalation into litigation.

Understanding the Nature of Conflict

During the interview, Birke discussed how the nature of handling workplace conflict has evolved. While incidents of violence in the workplace have decreased since the 1990s, other forms of conflict, such as rudeness and disrespect, are on the rise. With remote and hybrid work becoming more common, the informal ways of handling conflict—like casual chats by the coffee machine—have diminished. This has made it more challenging for teams to communicate effectively, leading to issues like "quiet quitting" or disengagement.

Birke highlighted that many workplace conflicts stem from employees feeling unfairly treated. This sense of injustice can easily snowball, especially when employees communicate through virtual platforms like Zoom, where non-verbal cues and informal conversations are harder to manage. As a result, misunderstandings may fester, and relationships between coworkers may deteriorate, making it vital to understand conflict handling styles and techniques for addressing conflict at work.

Steps to Resolve Workplace Conflict

Birke shared practical conflict resolution strategies for leaders to address conflict before it escalates.

• Identify the Issue

  One key recommendation was to "replace judgment with curiosity." When faced with a potential conflict, leaders should ask questions rather than react immediately. Birke emphasized the importance of asking clarifying questions like, "Say more about that," which may help defuse tension and lead to more productive conversations. This approach is particularly useful in managing disagreements at work.

• Promote Open Communication

  Another technique Birke recommended is the "ten-count rule." When someone finishes speaking, he suggested waiting ten seconds before responding. This pause allows the speaker to elaborate or clarify, and gives the listener time to process the information without jumping to conclusions. This approach may lead to better understanding and improved communication in the workplace.

In Birke's words,

"Replace judgment with curiosity."

He continued by saying, "There are four magic words that can resolve an awful lot of conflict: 'Say more about that.'" This simple but powerful approach may help defuse potential confrontations by opening the door to deeper understanding.

• Involve a Conflict Resolution Professional if Necessary

  Birke concluded with an important reminder: not all conflicts can be resolved internally, and leaders should recognize when to bring in outside help. Just as people hire accountants to handle complex tax issues, sometimes it’s necessary to consult conflict resolution professionals to handle conflicts that have escalated beyond the leader’s ability to diffuse a situation.

Preventing Future Conflicts

JAMS Pathways offers custom dispute resolution services for organizations across various industries. Their approach includes mediation, facilitation, and custom conflict handling training among other approaches that may help equip leaders with the skills to manage conflict effectively. These services can be instrumental in maintaining workplace harmony and addressing complex team conflict dynamics.

Birke also emphasized that understanding conflict prevention methods is key to promoting a smoother workplace environment. Leaders who are trained in employee conflict management and proactive in handling conflict in a team may be better equipped to prevent minor disagreements from evolving into major issues.

For more information on handling conflict in the workplace, JAMS Pathways offers a range of resources aimed at helping organizations manage disputes and potentially improve workplace dynamics.