Disagreements in the workplace are inevitable and are often viewed negatively—but this does not always have to be the case. Having differences in opinion can be an opportunity for innovation and growth. But when communication is lacking, it can also lead to emotional conflicts.
With widespread implementation of remote work leading to less face-to-face interactions, communication issues among teams may arise more frequently. Managing conflicts among a remote or hybrid workforce requires different strategies than when everyone is present in the office. In this article, we recommend five conflict management measures to adopt amidst new working styles.
Decline of in-person interactions amidst Covid-19
Among remote teams, friction can occur more easily as a result of distance and less frequent opportunities for casual conversations and exchanging of opinions. Having frank discussions, even if ideas are clashing, without fear of conflict is conducive to organisational and individual growth.
In exchanging opinions, conflict management, in which differing opinions are not regarded as negative but as opportunities for organisational growth and problem solving, is key. Before Covid-19, it was easier to incorporate conflict management and actively encourage discussions as everyone regularly gathered in the office and communicated frequently. On the other hand, when conflicting opinions occur during telework, this is more difficult to manage as an online environment limits communication. If conflicts remain unresolved, however, team rapport will begin to break down and affect performance.
What is conflict management?
The most common conflicts that occur are caused by discomfort between stakeholders from different standpoints (roles & responsibilities), such as supervisor and subordinate, or client and sales rep. Operational conflicts are conflicts that occur within a project team or among stakeholders. Exchanging different opinions frankly is good for innovation, but if it ends up as a conflict, the business will not move forward. If they are prolonged, they can develop into emotional conflicts, which can lead to inter-organisational and interpersonal divides that are difficult to resolve. Therefore, it is important to resolve them early on. The concept of conflict management is to view such conflicts as an opportunity for organisational revitalisation and growth, and to proactively accept them and resolve them.
How to properly manage conflicts
For proper conflict management, it is important to identify the problem and offer a solution. There are several ways to resolve conflicts, including “competing” and “accommodating” to one side, “compromising” to yield to each other, and “avoiding” to procrastinate in resolving the issue. The most ideal solution is “cooperation” in which all parties think positively about ways to achieve a win-win relationship.
A collaborative solution respects and listens to both sides. Compare each side's opinions and look for areas of agreement and disagreement. Once the two points have been clarified, listen to the background and needs that led to each side's opinions. Now that a clear understanding of each side's perceptions and values has been established, refocus on the needs and reframe the issue. Finally, in reaching a conclusion, it is important to find a win-win landing point, not simply a solution.
For example, a tech company had conflict management in place when a system failure occurred. The operations department executes daily operations based on a manual created by the development department, but a failure occurred. The development department insisted that there was no problem as long as they were working according to the manual. However, the operations department countered that they couldn't deal with a constant stream of manuals for new functions. In this case, there is a conflict between the development and operations departments. Conflict management revealed that some of the manuals were outdated and that some parts could be automated. As a result, improvements were made, and system failures were reduced. The development department had a good opportunity to review the manuals, and the operations department was able to prevent system failures by making improvements, which resulted in business improvements.
Depending on the content and the relationship, a manager or HR department may act as an intermediary between two opposing parties in conflict management. In such cases, be aware of the need to communicate quickly and to listen to both sides equally. If you give weight to one side's opinion or provide a solution that benefits only one side, this may cause unhappiness and resentment among the other party.
Five measures for conflict management
1. Create an environment where opinions are freely expressed
In order to manage conflicts, you first need to initiate the discussion that starts the conflict. What is needed is an environment and a relationship where people can voice their opinions openly. To increase psychological safety, it is important to implement measures for casual communication. In foreign-affiliated companies, this culture is so entrenched that even younger employees do not hesitate to speak up. However in other companies, you can minimise any hesitations by encouraging employees to chat via text during online meetings as well.
2. Share the importance and benefits of conflicts
Viewing conflict in a negative light prevents people from expressing themselves freely, so it’s important to dispel this image. Encourage employees to understand the good side to conflict is by sharing the importance and benefits. If you're in an online meeting, share and discuss articles about conflict management to raise awareness.
3. Lead by example
Sometimes it is easier to demonstrate rather than explain to change people’s mindsets. If employees can observe exchanges of different opinions among leadership, this could help shed any hesitations about expressing their opinions freely in order to avoid confrontations. If leaders take the initiative in leading by example, employees will have an easier time speaking without fear of consequences as well as learn collaborative conflict management skills.
4. Instil a common vision
When conflicts occur, it is easier to discuss how to reach a compromise when all parties are working toward the same goal. which means that conflict management is more likely to be done properly. If communicated effectively, a compelling vision will motivate and inspire employees to deliver a good performance. Video messages and online town hall meetings are some ways to increase communication of your organisation’s vision and mission among remote workforces.
5. Conduct an imaginary debate
Conflicts at work can create conflicts of interest, which may not be readily apparent. Create an opportunity to experience conflict and conflict management in a debate on a fictional topic unrelated to work. You will also be able to respond when it happens in real life. If you are using a videoconferencing tool, about four people would be appropriate for everyone to have a chance to speak and for the discussion to be lively. Also, in departments where conflict management with external parties is essential, such as sales, be prepared to reach collaboration by role-playing real-life cases with supervisors, subordinates or teams.
