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Conflict resolution strategies in the workplace often leave employees to navigate discord on their own. But today, many companies recognize that collaborative conflict resolution in the workplace—where friction is normalized—is a more effective approach and one that’s crucial for organizational well-being, employee satisfaction, and business success.
What is conflict resolution?
Conflict resolution is the process of addressing and resolving disagreements. This can be done through a third-party mediator as well as through direct communication where parties interact with each other.
Effective conflict resolution starts with a few key principles:
- Active listening – Truly listening to the other person and understanding their perspective. This means not interrupting and showing that you genuinely care about their feelings. “Listening to understand rather than to respond can transform a heated argument into a constructive conversation,” said Patricia Fahmy, MA, LPCC, a Lyra Health therapist who specializes in relationships.
- Clear communication – Be open about your concerns and needs. Express yourself clearly using “I” statements to avoid placing blame and escalating tensions.
- Collaboration and compromise – Finding a solution that works for everyone often requires some give and take. “Compromising doesn’t mean losing; it means finding a way forward that everyone can live with,” said Fahmy.
- Follow-up – Checking in after resolving a conflict ensures the solution is working and shows that you value the relationship. “Following up shows you care about maintaining the relationship and ensuring the solution works for everyone,” said Fahmy.
What causes conflict at work?
To develop effective conflict resolution strategies, it’s important to understand the root causes of workplace conflicts. These may include:
- Poor communication – inadequate information between team members, such as unclear instructions or lack of feedback
- Differing opinions – disagreements from contrasting viewpoints on matters like strategies, projects, or goals
- Limited conditions – resource constraints, such as insufficient time, budget, or equipment
- Competitive relationships – rivalry among team members for recognition, promotions, or other opportunities
- Clashing personalities – incompatible personality traits or working styles
“One of the biggest sources of conflict is avoiding the issue. It may feel easier to be uncomfortable and hope the problem goes away, but this usually leads to bigger issues down the line,” said Fahmy. “Avoiding conflict only delays the inevitable and often makes the situation worse.”
7 helpful conflict resolution strategies
Focusing on team dynamics and building collective resilience are key aspects of holistic conflict resolution strategies. “More companies are acknowledging that friction is an inherent, expected aspect of work and are normalizing workplace conflict by teaching their leaders how to share feedback, identify concerns, and engage in collaborative brainstorming toward a solution,” said Keren Wasserman, a senior manager on Lyra’s Workforce Transformation team. Here are a few ways to take a more collaborative approach to conflict management in the workplace:
#1 Build psychological safety
Employees must feel comfortable raising concerns and discussing seemingly minor issues before they snowball. Encourage open communication and create platforms where team members can express their opinions and concerns without fear of judgment. A culture of psychological safety helps leaders identify and address pain points promptly, potentially decreasing mental health impacts and broader health care costs.
#2 Prioritize collective well-being
Acknowledge our interconnectedness as people and build a culture where collective well-being is a priority. Proactive conflict resolution techniques may include:
- Team-building activities focused on shared experiences
- Forums or employee resource groups where workers can discuss challenges and solutions
- Wellness programs that focus on team-building through group activities
- Training on skills like psychological safety and emotional intelligence in the workplace
“Proactively cultivating positive team dynamics doesn’t mean there won’t be conflict,” said Wasserman. “Rather, strong collegial relationships will set up workers to recover from conflict faster because they have rapport and empathy with each other.”
#3 De-escalate emotions
When emotions run high, staying calm is key. Start by validating the team member’s feelings, even if you disagree. Remember to use “I” statements to express your feelings without blaming. “Sometimes, a bit of humor can help lighten the mood, but use it carefully,” said Fahmy. “Staying calm and using humor appropriately can help defuse tension and make difficult conversations more manageable.” If things get too heated, suggest taking a break and coming back to the discussion later.
#4 Take relational pauses
A relational pause is a deliberate break in executing work tasks to reflect on individual perspectives. This is especially helpful when you notice distress arise. Unlike traditional breaks, relational pauses build authentic connections rather than simply offering a respite from tasks.
“Relational pauses aren’t venting,” said Wasserman. “They’re part of a structured conflict resolution strategy to shift out of the transactional nature of work and into the human experience. Relational pauses help people feel seen and heard and they help teams orient to ways of working that are supportive of each other’s needs.”
Here are a few ways to include relational pauses in your conflict management strategies:
- Normalize the practice of relational pauses in meetings to check in on how team members are doing.
- Use relational pauses when emotions escalate, allowing team members to express themselves without an intention to solve the problem. If an issue arises, note it and come back to it in a different discussion that’s focused on finding solutions.
- Develop rituals around losses within the organization (e.g., losing a big client or bid), acknowledging the impact on employees and providing opportunities for them to express their feelings.
#5 Be mindful of assumptions
Acknowledge that difficult conversations are necessary for change. Challenge your assumptions about how the conversation will go and focus on the potential positive outcomes. “Role-playing with a friend or coach can help you feel more prepared,” said Fahmy. “Preparing for difficult conversations by practicing with a trusted friend can boost your confidence and effectiveness.”
#6 “Struggle well” together
Research shows teams are closer when they perceive setbacks as belonging to the entire group. Shared experiences can distribute the strain among team members, easing isolation and contributing to a healthier group dynamic. “By shifting the focus from individual struggles to a joint effort where teams ‘struggle well’ together, adversity is framed as a collective challenge,” said Wasserman. Through sharing and reflecting on team behavior, grops build connections that are crucial to healthy conflict resolution in the workplace.
#7 Address work-related distress
A Lyra Health survey found that at the end of 2023, 87% of workers had experienced at least one mental health challenge over the past year and 65% said their mental health interfered with their ability to work. Offering comprehensive, culturally responsive mental health services supports emotional well-being and effective conflict resolution in the workplace. Therapists and mental health coaches, along with specialized training programs, can provide tools and support for greater self-awareness and empathy.
“A comprehensive mental health solution will also offer organizational tools to help mitigate conflict,” said Wasserman. “For example, Lyra’s Organizational Health Evaluation helps companies identify where work is contributing to mental health distress so that leaders have the data to know what challenges are arising and where in their organization to support healthy ways of working.”
When to get a mediator
Recognizing when to bring in a mediator is an important part of any conflict management strategy. Signs that a mediator is needed include:
- Internal conflict resolution strategies aren’t working, leading to division, cliques, and negative morale
- The severity and/or complexity of the conflict has escalated
- There is low psychological safety and/or low levels of trust between individuals
“Sometimes conflicts can’t be resolved internally. If emotions are too high or previous attempts have failed, it might be time to bring in an external mediator,” said Fahmy. “Bringing in a neutral third party can provide fresh perspectives and help de-escalate tensions.”
Conflict resolution strategies techniques for leaders
Leaders serve a central role in workplace conflict resolution by providing guidance, encouraging open communication, and promoting a positive and collaborative environment. Here are some ways leaders can promote healthy conflict resolution in the workplace:
#1 Destigmatize emotions
Leaders can help dispel the myth that emotions have no place in the workplace by recognizing that emotional experiences significantly impact productivity and well-being and encouraging employees to talk about their feelings. “Encouraging open dialogue about emotions can create a more supportive and productive work environment,” said Fahmy. “When leaders acknowledge the importance of emotional well-being, it empowers employees to express themselves and address issues constructively.”
#2 Encourage open communication
Conflict resolution strategies like relational pauses help foster employee well-being, positive team dynamics, and overall organizational effectiveness.
#3 Provide cultural competency training
Promoting diverse viewpoints and addressing biases are crucial elements of conflict resolution in the workplace. Implementing company-wide diversity, equity, inclusion, and belonging (DEIB) training cultivates empathy and empowers employees to navigate these challenges and foster a positive workplace. “Conflicts arising from cultural or personal differences require sensitivity and understanding. Open dialogue and a willingness to learn about each other’s backgrounds can help bridge gaps,” said Fahmy. “Understanding and respecting cultural differences can turn potential conflicts into opportunities for growth and learning.”
#4 Provide mental health training
Participate in mental health training like Lyra’s Notice and Respond program to learn how to recognize mental health concerns and point employees to helpful resources.
#5 Hold regular team meetings and one-on-ones
Have regular team meetings to openly discuss challenges and brainstorm solutions. This provides an opportunity to support employee needs and helps the team work together toward achieving goals.
“One-on-one meetings to check in on individual well-being and inquire about specific ways to offer support are important pieces of conflict resolution. By asking questions like, ‘What is one way I can better support you?’ leaders demonstrate a commitment to healthy conflict resolution strategies in the workplace,” said Wasserman.
#6 Be mindful of group versus individual conflict resolution strategies
While individual conflicts are best addressed privately, where both people can speak freely without worrying about being judged, a more organized approach works best for group conflicts. This might mean holding a team meeting, arranging a mediation session, or taking part in collaborative projects and workshops to get to the root of the issue and rebuild trust. “In both cases, creating a safe space and fostering open communication are key,” said Fahmy. “Whether you’re resolving a one-on-one issue or a team-wide problem, making sure everyone feels heard and respected is always the priority.”
Explore new ways to manage conflict in the workplace
Effective conflict resolution strategies are integral to a healthy workplace. By prioritizing open communication and collaborative problem-solving, organizations can build resilient teams and boost employee satisfaction.
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6 of February 2024 - 8 min read
Mental health at work
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