Leading Employees Through Interpersonal Conflict

"Leading Employees Through Interpersonal Conflict" Teamwork High Five Graphic
July 20, 2018
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Not everyone gets along all the time. This is especially true during times of high stress, which can turn minor differences of opinion into full-blown arguments and trigger all sorts of stress reactions.

High-stress situations and conflicts can also bring to the surface underlying biases and unpleasant reactions to women in positions of authority. Because of this, managing conflict can be a point of particular difficulty for women in the workplace, no matter how well trained and skilled they are as managers or HR professionals.

Managers need to be savvy and adjust the leadership style they employ, as well as carefully investigate the source of a conflict in order to diffuse issues. These are excellent best practices to employ anyway, but the stakes can be especially high for women, who may find more authoritative styles of leadership backfiring.

Digging to the Root of a Conflict

The good news is that the extra work women often need to put into conflict resolution tends to lead to better management as a result.

Quickly and permanently resolving a conflict requires finding and addressing its cause. Otherwise, the issue is likely to boil over again. There are different types of workplace conflicts, each with a different impetus. The solution to two people quarreling over differing social values will vary greatly from employees butting heads because they have too few resources for everyone to do their work effectively. Both of these are very different from conflict caused by policy violation or harassment.  Leading Employees Through Interpersonal Conflict 1

The idea is simple: solve the specific problem that causes the conflict. If employees need more resources, but those resources can’t be allocated quickly, some creative solutions to how people work together might be needed. Someone may need to be assigned different tasks in the meantime, or there may be a broader cultural issue if certain people’s needs are routinely neglected. Finding other ways to keep employees motivated will help with stressful work environments.

When the cause of a conflict can be traced directly to the actions of an employee, things can become complicated quickly. Poor internal policing of harassment is a common problem in many industries, and if a harasser enjoys the protection of someone higher up on the food chain it can be extremely difficult to correct their behavior or dislodge them.

Leadership Strategies for Conflict Resolution

Once you know what’s causing a conflict, you can apply the type of leadership that you feel will work best. There are a number of different leadership styles, each with pros and cons, and differing effects on different demographics and workplace cultures.

If a conflict arose due to differences in values or different interpretations of workplace culture, a more restorative and transformational type of leadership may be required. Sitting down with employees to work through their differences and seeking common ground can help them work together in the future. Issues like these may also indicate that company policy may need to be updated to be clearer about workplace goals, and re-affirm which types of conversations are not work appropriate.

If employees butt heads due to resource allocation, workload, or other stresses related to the work environment directly, then a more authoritative resolution could be disastrous for a manager of any gender. Employees may need to be reminded of appropriate conduct, but the structural issues putting stress on them in the first place need to be addressed.

Cases of harassment present a whole host of frustrations. Harassment can be difficult to prove, and firing someone without a strongly documented case against them can land a manager in legal nightmares, not to mention internal scrutiny. In many cases, your hands might be tied to even make those decisions.

The two most important things about cases of harassment are documentation and supporting the victim. Accurate, dispassionate documentation is vital, especially if the behavior dips into criminal territory and the police need to become involved. It also protects you and the company against legal action when disciplinary measures are taken.

You may need to invoke several different leadership styles to navigate the situation, to make victims feel safe, to convince other employees to tell you truthfully what they witnessed and to handle the perpetrator of harassment according to the specific statutes, legal definitions, and workplace laws in your state.

Preventative Measures to Take Against Conflict

The earliest preventative measure against conflict is the hiring process. Every company has a unique working environment, policy, and culture. Hiring people only for the skills they possess might get work done, but could result in a volatile mix of differing work ethics, team dynamics, and people skills. Creating a workplace with little conflict starts from the very first hire. No workplace can be 100 percent issue free, but a candidate with the best resume but a bad attitude can cause a lot more damage than someone with less experience and an eagerness to cooperate.

A robust onboarding and training process, even for experienced hires, is also a big part of helping people adjust to the ins and outs of their new environment. Assigning new hires to mentors — peers who can help them adjust and answer lighter questions — is another great way to ensure that employees come to understand the social dynamics of the workplace quickly.

Having enough employees to complete the work, paying enough, providing workplace resources, and having policies that promote work-life balance are all also preventative conflict resolution. People who are happy coming to work are less likely to lash out.  Leading Employees Through Interpersonal Conflict 2

There’s no catch-all answer to conflict, but many of the things you do every day to make your workplace better are also conflict-prevention strategies. Being proactive about employee satisfaction and mental health can go a long way to preventing problems in the first place. When resolution is needed, a little investigation and a firm but fair hand can keep the work environment pleasant for everyone.

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