Workplace conflict is an inevitable part of any organisation, and it can arise for various reasons – from differing opinions and miscommunications to personality clashes and unmet expectations. According to the Chartered Institute of Personnel and Development (CIPD), workplace conflict costs UK businesses £28.5 billion per year, equating to approximately £1,000 per employee. While conflict can feel uncomfortable, it’s not necessarily a bad thing. When handled properly, conflict can lead to growth, better understanding, and stronger team dynamics.
What is Workplace Conflict?
Workplace conflict refers to any situation where differences in opinions, goals, or values between colleagues cause tension, disruption, or disagreement. Conflict can arise in any work setting, regardless of the industry or team size. It might be caused by something significant, like a difference in project vision, or something smaller, like miscommunication over an email or frustration over workload distribution.
While some conflicts may seem trivial at first, it’s important not to dismiss them. Even small issues, when left unresolved, can build up over time, leading to bigger problems down the line. Addressing conflicts early on helps prevent escalation and promotes a more positive and productive work environment.
Examples of Workplace Conflict
- Miscommunication: A team member might misunderstand an email, leading to incorrect work being completed or missed deadlines.
- Personality Clashes: Two colleagues may have different working styles or conflicting personalities that cause friction during collaboration.
- Role Ambiguity: When responsibilities aren’t clearly defined, team members might step on each other's toes or feel that their contributions aren't valued.
- Workload Disagreements: One employee might feel overloaded with tasks, while another feels underutilised, leading to frustration and resentment.
- Lack of Recognition: Employees who feel that their hard work is going unnoticed can develop feelings of bitterness or resentment towards their colleagues or managers.
- Cultural Differences: Differences in cultural backgrounds can sometimes lead to misunderstandings, as employees may interpret actions or words in different ways.
The Risks of Ignoring Workplace Conflict
Failing to address workplace conflict can have serious consequences for both individuals and the wider organisation. Here are some of the potential risks:
- Decreased Productivity: A study by ACAS found that 56% of employees who experienced conflict reported being less motivated at work. Unresolved conflicts can create distractions and tension, making it difficult for employees to focus on their tasks and perform at their best.
- Low Employee Morale: Conflict that is ignored can lead to resentment, stress, and frustration among employees, lowering overall job satisfaction and motivation.
- Higher Staff Turnover: A report from CIPD revealed it’s twice as common for employees who experienced conflict to say they are likely to leave their job in the next 12 months compared to those who did not report conflict. A toxic work environment caused by unresolved conflicts can push employees to seek opportunities elsewhere, leading to higher recruitment and training costs for the organisation.
- Damaged Workplace Relationships: Conflict can erode trust between colleagues and teams, making collaboration and communication more difficult.
- Increased Absenteeism: Workplace stress caused by unresolved conflict can lead to higher rates of sick leave, burnout, and mental health issues among employees.
- Harm to Company Reputation: If workplace conflicts become severe and are not addressed, they can result in legal disputes, grievances, or public scrutiny, potentially damaging the organisation’s reputation.
Advice for Employers
As an employer, it’s essential to establish an environment that encourages open communication, trust, and respect. When conflict arises, your role is to facilitate solutions and help employees navigate disagreements in a productive manner.
- Foster an Open-Door Policy
Create an atmosphere where employees feel comfortable bringing up concerns before they escalate. Encourage your team to communicate openly, and make it clear that you're approachable if they need to talk. Having regular one-on-ones can also help you identify potential issues early on. - Set Clear Expectations
Ensure that all roles, responsibilities, and expectations are well defined. Ambiguity can often lead to misunderstandings, which fuel conflict. Make sure everyone knows what’s expected of them and what they can expect from others. Clearly communicate values, goals, and team culture to reduce potential points of tension. - Act Promptly When Conflict Arises
Address conflict as soon as it becomes apparent. Don’t let issues fester, as small problems can quickly grow into bigger, more challenging disputes. By addressing concerns early, you demonstrate that you value harmony and your team’s well-being. - Provide Conflict Resolution Training
Equip your team with the skills to handle conflict by offering training on conflict resolution. Despite the impact of workplace conflict, only two-fifths. (40%) of people managers say their organisation has provided conflict resolution training, according to a CIPD report. Training empowers employees to manage disagreements constructively and can help them develop better communication and problem-solving skills. - Be a Neutral Mediator
When conflict arises between employees, step in as a neutral party. Listen to all sides without taking sides and focus on understanding each person’s perspective. Help your team find a solution that works for everyone, encouraging compromise and collaboration. - Lead by Example
Your behaviour sets the tone for the whole organisation. If you handle conflict calmly, fairly, and professionally, your employees will be more likely to follow suit. Show respect for all perspectives and prioritise solutions over assigning blame. - Follow-Up and Check-In
Once a conflict has been resolved, follow up to ensure the solution is working and the situation has truly improved. Regular check-ins show your commitment to a harmonious workplace and provide an opportunity for further feedback.
Advice for Employees
As an employee, your approach to handling conflict plays a significant role in fostering a positive work environment. Conflict can be uncomfortable, but it’s possible to navigate it successfully if you approach the situation thoughtfully and professionally.
- Address Issues Early
If something is bothering you, don’t wait until it builds up into something bigger. Approach the issue early to prevent it from escalating. Addressing small concerns promptly is far easier than dealing with large, unresolved conflicts down the road. - Stay Calm and Professional
When conflict arises, try to stay calm and composed. Reacting emotionally or impulsively can make the situation worse. Take a step back, breathe, and choose your words carefully. Keeping the conversation respectful and professional helps to avoid further tension. - Listen Actively
One of the most effective ways to resolve conflict is to listen. Give your colleague a chance to share their perspective without interrupting. Understanding their point of view shows that you value their thoughts, and it may help you discover common ground for resolution. - Use "I" Statements
When expressing your feelings, focus on "I" statements rather than "you" statements. For example, say, “I felt overwhelmed when...” rather than “You always do this...”. This avoids sounding accusatory and keeps the conversation focused on how you feel rather than blaming someone else. - Seek Understanding, Not Victory
The goal in any conflict is not to win, but to understand the issue and find a solution. Be open-minded and willing to compromise. A collaborative approach shows that you care about resolving the conflict and maintaining a positive working relationship. - Keep It Private
When you’re dealing with a conflict, avoid airing it publicly or discussing it with other colleagues. Addressing the issue directly with the person involved ensures that you maintain professionalism and shows respect for the privacy of the matter. - Know When to Seek Help
If you’re unable to resolve the conflict on your own, don’t hesitate to ask for help. Speak to your manager or HR if you need guidance. They can help mediate the situation and find a solution that works for everyone. - Respect Boundaries
Conflicts can sometimes arise because personal boundaries were crossed. Be sure to respect your colleague’s boundaries in all situations and avoid overstepping in conversations, workloads, or personal space.
Handling conflict in the workplace requires patience, open communication, and a willingness to understand different perspectives. For employers, it’s crucial to create an environment where conflict is managed positively, while employees need to approach conflicts with maturity, professionalism, and an open mind. By fostering early resolution and focusing on understanding rather than winning, both employers and employees can contribute to a work environment that thrives on collaboration and respect.