Getting good at conflict resolution

Conflict is inevitable in any workplace, but not all conflict is destructive. Learning to navigate conflict effectively is key to building a healthy work environment where employees feel heard and valued.

What is healthy conflict?

Healthy conflict occurs when people engage in open, respectful discussions with shared ideas or viewpoints.

Healthy conflict pushes teams to innovate, solve problems creatively and make better decisions. When handled well, disagreements about strategy, processes or goals can strengthen relationships, foster collaboration and lead to growth.

What is bad conflict?

Destructive conflict happens when conversations turn personal or become disrespectful or emotionally charged.

Bad conflict is often unproductive and may stem from poor communication, misaligned goals or unresolved issues. It can damage team morale, erode trust and lead to employee disengagement or turnover. Left unchecked, bad conflict can hurt both people and performance.

Why you need to manage + resolve conflict — good or bad

Conflict, whether constructive or harmful, has a ripple effect on teams and the larger organization.

Good conflict management can drive better outcomes and create a culture of innovation. However, even healthy conflict can spiral if not handled carefully.

If ignored, bad conflict festers and can disrupt team dynamics, productivity and employee wellbeing.

Leaders need to develop conflict resolution skills to harness the benefits of healthy conflict and diffuse the harmful effects of bad conflict before they take root.

Who is responsible for conflict resolution?

Every leader plays a role in resolving conflict, but the ultimate responsibility lies with People leaders. People leaders should proactively create frameworks for addressing conflict in inclusive, fair and transparent ways. 

All employees also have roles in maintaining a respectful workplace. Clear guidelines, training and support help everyone understand how to handle conflict.

How to proactively prepare people to resolve conflicts

Preparing employees to handle conflict starts with equipping them with the right tools. This includes:

• Training: Offer training on communication skills, emotional intelligence and conflict resolution techniques. Help employees learn to express themselves constructively.
• Clear expectations: Set expectations for professional behavior, emphasizing the importance of respect, listening and inclusivity.
• Open channels for feedback: Create formal and informal channels for people to voice concerns early — before conflicts escalate. Regular one-on-ones, team meetings and anonymous feedback mechanisms can help identify tension points early.

How to resolve conflicts while keeping a culture of inclusion

Inclusion must be at the heart of conflict resolution. To make sure your team feels valued and respected, adopt these approaches:

• Listen actively: Encourage all voices to be heard, especially those from underrepresented groups. Make sure people feel safe bringing their perspectives to the table.
• Address bias: Be aware of unconscious biases shaping how conflicts are handled. Encourage leaders to stay neutral and not let personal preferences influence outcomes.
• Facilitate collaboration: Approach conflict resolution as a collaborative process. Rather than focusing on winners and losers, seek solutions considering everyone’s input.

Leading with conflict resolution in mind

To build a culture where conflict is managed well, leaders need to model healthy conflict behavior, actively seek different opinions and encourage dialogue. This means addressing issues as they arise and creating an environment where differing opinions are welcomed and explored.

By encouraging teams to address small conflicts early, leaders help prevent these issues from escalating into larger problems. Conflict resolution should be woven into the fabric of team culture, serving as a tool for collaboration and growth rather than a source of division or avoidance.

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