Conflict at work is not just a problem for your team members, it is bad for business, too. More than one in three workers experience conflict in the workplace. And it costs UK businesses £28 billion a year, according to researchers.

The study by advisory group ReWAGE found that almost 10 million employees face conflict at work each year in the UK. Author of the study, Westminster University’s Richard Saundry, says almost £590 million a year is lost due to a drop in productivity.

That’s because around 9% of employees are taking time off due to stress, depression and anxiety that’s linked to conflict. The overall loss of days per year is a staggering 15 million!

But Mr Saundry told HR Magazine that HR professionals play a key role in preventing and resolving conflict.

The biggest issue is that conflict can build up if it isn’t dealt with quickly. According to the CIPD Good Work index, 25% of workers in the North East have experienced conflict at work.

So how can you handle conflict at work? We have outlined some ideas about the choices available to you. 

What are the causes of conflict at work?

Conflict in the workplace comes in many forms. This includes:

• Conflict between supervisors and employees.
• Conflicts between employees.
• And conflicts between employees and customers.

Conflict between supervisors and employees often starts through the power imbalance between supervisors and those in their team. Tension builds up over job duties and expectations.

Different work styles, opinions or habits are often at the root of conflict between colleagues. And communication problems or a misunderstanding about products or service is often the centre of conflict between customers and employees.

How to handle conflict at work 

When resolving conflict you can use a number of strategies. We’ll look at some of those available to you.

Don’t bury your head

The worst way to handle conflict is to pretend it isn’t happening. Thinking it might just go away is probably wishful thinking. It’s worth recognising the issue because of the costs of burying your head. More than one-third of employees say they’re likely to leave their jobs last year due to conflict, according to a CIPD study. Bearing in mind the cost of recruitment, it is a good idea for your business to recognise there is a problem.

Investigate thoroughly 

Once you have established a conflict, take time to gather details. Investigate with an open mind. Prejudging or making a decision on how to act without all the facts can mean you make things worse. Chat to the parties involved and listen to their viewpoints.

Get to the bottom of it

Finding the source of the conflict (and without prejudging) is the best way to solve problems. Getting to the root cause gives you an understanding of where the issue has arisen. Sometimes, it can be as simple as a misunderstanding through poor communication. 

Or an employee may have been asked to do something that isn’t in their job description or their skillset. Different values might also be the root cause of the conflict. Getting the facts straight will really help you understand everyone’s point and find a solution. The biggest mistake is to make assumptions without facts!

Meet privately

Meet everyone involved in conflict at a neutral venue that is safe and private. Don’t meet at the office or workplace of those involved as they may feel uncomfortable if colleagues can see there is a meeting taking place. This could lead to questions from colleagues and can make the problem worse.

Create plenty of time to listen and get each viewpoint. Rushing meetings with unrealistic timescales can mean you miss the real issue.

Set a goal and plan

Listening is the right thing to do but then there’s choosing what action you need to take. Setting a goal that both parties agree to usually means they will work together to reach the solution.

Finding common ground is the best solution. That way, no one feels like they ‘lost’ the argument. Some compromises might be required to reach the goal from both parties. But if they feel they are both helping find a solution, it helps restore harmony.

Mediation

One way you can handle conflict at work is through mediation. The word ‘mediation’ might sound like it’s something you do when you’ve tried everything else. But that’s not the case. Mediation can be used at any stage of a disagreement or dispute. In the first instance, it’s always a good idea to try and resolve the issue. 

But if the problem cannot be resolved informally, mediation can help.

It is a structured, interactive and facilitative process that is led by a specially trained, impartial third party. The process aims to create a safe and confidential space for everyone involved to find solutions that are acceptable to both sides.

Mediation is a voluntary and confidential process and anything discussed cannot be used for future proceedings.

At Shrewd HR, we offer a full mediation service. Contact us today to find out how mediation can help you handle any conflict issues you might be facing.