According to the report Mental Health Index published by Telus in June 2024, conflicts at work or difficult relationships between colleagues/managers rank in the top 3 of respondents’ answers to the question“What hinders your well-being at work?
Surprising? No. Let’s not bury our heads in the sand; no matter what the size, field or culture of the company, conflict in the workplace is inevitable.
Differences in personalities, viewpoints, priorities and objectives can quickly lead to disagreements, tensions and potential conflicts.
However, these conflicts not only be perceived as obstacles, but also as learning opportunitiesIf well managed, they can become learning opportunities for growth, change and team bonding.
In this article, in addition to explaining why conflict in the workplace is inevitablewe’ll look at the impact of these impacts of these conflicts, how to manage them and the main benefits of benefits of proactive conflict management.
Why Are Workplace Conflicts Inevitable?
To understand why conflict is almost always present, it’s crucial to look at the roots of these tensions. In the vast majority of situations, the root of a conflict is starts with an individual unmet need that generates emotion.
Here are three main sources of conflict:
- Different personalities and values: each individual brings his or her own set of values, experiences and perceptions to the team. So it’s only natural that points of divergence should arise when expectations or beliefs conflict.
- Pressure and stress: working environments can be very demanding. Tight deadlines, too heavy a workload and performance expectations create constant stress. This stress can certainly amplify tensions and lead to conflict.
- Poorly defined roles : when roles and responsibilities are unclear, it becomes difficult to know where one’s authority ends and the other’s begins. This can create tensions linked to perceptions of interference or lack of recognition.
The Impact Of Workplace Conflict
Unresolved conflicts can have damaging consequences for both employees and the company.
Frequently observed :
- Reduced motivation: a tense work environment can lead to a loss of commitment and demotivation among employees.
- Higher turnover: persistent conflicts, especially when not managed or supported by managers, increase the risk of voluntary departures.
- Impact on mental health: a conflict-ridden environment contributes to increased levels of stress, anxiety and even depression.
It is therefore crucial to understand how to effectively manage these situations in order to prevent negative impacts and promote a more harmonious work environment.
How Do You Manage Conflict At Work?
Managing workplace conflicts proactively is essential to maintaining a climate of trust and collaboration.
It’s never easy for a manager to manage a conflict, but avoiding the situation entails significant costs for the organization in various areas: financial, human, absenteeism, recruitment/employer reputation and departures.
What’s more, as conflict management expert Ghislaine Labelle explains expert Ghislaine LabelleMany managers are held back by mistaken beliefs that make conflict management more difficult than it really is. These beliefs include :
- Time will sort things out Believing that letting time pass will allow tensions to melt away often leads to deeper, harder-to-solve problems.
- If I have a conflict, it’s because I’m a bad person or a bad manager. Conflict is inevitable and part of every human dynamic. It’s not a sign of weakness, but an opportunity for growth.
- They’re adults, they’re old enough to solve their own problems. Relying on employees to resolve all disputes themselves can create a toxic climate and increase resentment.
- You’re always the loser in a conflict situation this belief prevents us from seeing the potential for solutions where all parties can emerge stronger.
- If the person gets emotional, I won’t know what to do. Fear of other people’s emotions is often caused by a lack of preparation. It is possible to develop skills to welcome and manage emotions in a professional context.
A better understanding and demystification of these beliefs enables us to develop more appropriate strategies for conflict management.
Here are four proven strategies:
1. Encourage open communication
One of the main causes of conflict is ineffective communication. To defuse conflict, it’s essential to create a climate in which every employee feels comfortable expressing himself or herself.
2. Developing empathy and active listening skills
Managers need to be trained in active listening and empathy. This means paying sincere attention to what the other person is saying, without judging or interpreting, and responding appropriately.
3. Formalize conflict management policies
It is vital that companies have clear conflict management policies, including procedures for reporting problems and concrete action plans. These policies must be accessible and known to all staff members. This helps to set clear expectations and avoid escalating disagreements.
4. Encourage mediation
When conflicts drag on and discussions fail to reach a consensus, it can be useful to call in an external or internal mediator. A trained mediator is able to facilitate exchanges, refocus discussions and find common ground. A study by the Association pour le développement de la médiation au travail (ADEME) shows that 85% of mediated conflicts result in a satisfactory resolution for both parties.
The Benefits Of Proactive Conflict Management In The Workplace
Investing in conflict management may seem a complex task, but the long-term benefits are considerable.
- Improved productivity: an aligned team where conflicts are resolved quickly can focus fully on their common goals.
- Strengthening interpersonal relations: Conflict resolution strengthens bonds between team members and creates a positive dynamic based on mutual trust.
- Reduced absenteeism: a healthy work environment translates into lower absenteeism. An INSPQ study shows that 47% of employees feel less stressed when they work in a company that promotes conflict management.
Turning Conflict Into Learning
Conflicts in the workplace don’t just have to be seen as threats. When managed proactively and strategically, they can become opportunities to strengthen bonds, improve communication and stimulate creativity within teams.
As we have seen, managers certainly have a key role to play in this dynamic, by fostering an environment of trust and mutual respect.
Remember that the key to managing conflicts at work is not to try to avoid them at all costs, but to know how to approach and resolve them constructively.
Contact us to learn how to use your challenges as levers for growth.
Mélanie Dionne, Partner and Director HR & DO SC, CHRP
