Workplace Conflict Management: 7 Essential Tips

Masha -

According to SHRM's Civility Index, 8.7 million instances of incivility occur every hour in U.S. companies. Conflicts arise in every organization, regardless of size, industry, or location. The issues can vary widely – from disagreements over the direction of a project to questions about who microwaved fish during lunch – but finding a solution as quickly as possible is always advisable.

Personalities clash and opinions may differ, but the key is to have the right conflict management procedures in place to handle them. How you resolve conflicts in the workplace not only affects those involved but also impacts the external perception of the company.

In this guide, we have presented proven strategies for conflict resolution as well as tips for dealing with workplace conflicts.

What is a workplace conflict?

A workplace conflict refers to disagreements or tensions between employees within a company. Such disagreements can disrupt workflow, hinder collaboration, and stifle creativity.

Although it is often assumed that employees should resolve issues on their own or that managers should mediate conflicts, HR professionals are often better equipped to handle workplace conflicts and resolve problems between employees.

What is the difference between a conflict and a disagreement?

It is important to understand the difference between a conflict and a disagreement. Both require different approaches to promote a positive work environment.

Disagreements

These are unavoidable in any company, usually do not require intervention, and are often a sign of collaboration and communication. In most cases, those involved are willing to talk to each other about disagreements and find solutions together.

However, when disputes go beyond professional opinions and involve personal attacks, rudeness, or resentment (whether expressed openly or passive-aggressively), they cross the line of acceptable disagreements and develop into unacceptable workplace conflicts.

Conflict

A conflict does not have to end in a loud argument. Avoidance or silence, which can lead to frustration and resentment, are also signs of a problem and signal that it is time for the HR department to step in with conflict resolution strategies.

Is it a disagreement or a conflict?

Before deciding how to handle a problem between colleagues in your company, you should ask yourself the following questions:

  • What impact does the situation have on those involved? Does it affect their mood or performance? (Conflict) Or do all parties treat each other with respect? (Disagreement)
  • Does the disagreement between the parties cause stress or negatively affect the morale of other employees? (Conflict) Or do team members and subordinates feel encouraged to express their opinions and question the status quo? (Disagreement)
  • Are personal issues playing a role in the dispute? (Conflict) Or do the parties simply have different professional opinions? (Disagreement)

What types of conflicts occur most frequently in the workplace?

Conflicts arise for various reasons, many of which are beyond the influence of the HR department. According to a study by Harvard Law School, workplace conflicts can be divided into three categories:

  • Task conflicts: Employees may have different opinions on how a task should be carried out or how project resources should be allocated.
  • Value conflicts: This type of conflict typically stems from differing values, preferences, and opinions on topics such as politics, religion, or other personal beliefs.
  • Relationship conflicts: These conflicts arise when team members have different views on style, taste, and personality.

Other causes of conflict may include:

  • Competition for budget or resources
  • Different levels of experience
  • Interpretation of company communication and policies (or their absence)
  • Assumptions about the intentions of others

Regardless of the cause, workplace conflicts can usually be resolved through improved communication and a willingness to compromise among those involved. However, sometimes these issues get out of hand and require professional intervention. Therefore, it is important to know when to step in.

Managing workplace conflicts in 8 steps

To better address this challenging topic, we have put together a step-by-step guide to conflict resolution in the workplace.

1. Intervene Early

Whether an employee approaches you or you notice something yourself: intervening before a problem escalates improves the working atmosphere for everyone involved. It also reduces stress for other employees, who often feel the negative effects even if they are not directly involved in a conflict.

If you are dealing with an openly aggressive employee, it may be advisable to send them home for the rest of the day before trying to resolve the problem. It is important to defuse the situation immediately and protect those affected. First, stop the outburst and then get to the root of the causes.

2. Meeting with all parties involved

Another important step in dealing with workplace conflicts is a thorough investigation of the situation. The HR department should interview the directly involved parties and possible witnesses. Depending on the situation, it may be necessary to conduct individual meetings with the parties involved before holding a mediation. It is recommended to first hold individual meetings with the parties involved and only invite additional persons if needed.

Alternatively, it may also be advisable to forgo a meeting with all conflict parties. For example, in cases of more serious allegations such as physical or sexual harassment, the protection of employees and the maintenance of confidentiality should be the top priority, making a meeting with all parties involved inappropriate.

3. Establish rules for the conversation

Whether you are mediating between employees or meeting with individuals, conflict resolution discussions should be structured with clear rules so that employees feel safe expressing their complaints. These rules also remind them of your role as a mediator (and not as a judge).

Here are some suggestions:

  • Ask the participants to use "I" statements. This boosts their self-confidence without putting the other person on the defensive. For example: "I feel..." or "My concern is..." instead of "You make me feel...". It also helps them identify the source of their feelings.
  • Ask each participant to take notes while the other employee is speaking. This helps the other participants listen more actively, rather than interrupting and justifying every complaint.

4. Developing Solutions Together

Summarize your understanding of the problem for the employees to create a common basis for finding solutions. Let the employees lead the discussion on conflict resolution – they are more likely to follow the plan if they have developed it themselves. The HR department should ensure that employees propose positive (rather than punitive) measures and that all parties agree on the action plan.

5. Schedule additional meetings if necessary

Resolving workplace conflicts is not always accomplished in a single meeting. Multiple meetings may be needed if one meeting is not sufficient for everyone to express their opinions. Additional sessions may also be required to investigate the cause of a problem, or you may need management approval for a specific action plan.

6. Monitoring Progress

Make sure that the action plan includes measures to keep the HR department informed at all times. This includes, for example, employee reports and regular meetings between HR and management to discuss daily improvements in employee interaction and to measure and promote progress.

7. Escalation in Case of Lack of Progress

If employees do not adhere to their agreements and fail to change their behavior, you must decide on the next steps. These naturally depend on the severity of the conflict and the circumstances of your company.

If you have multiple locations or different teams, you can offer employees the option of a transfer if they are unable to resolve their differences. Disciplinary measures may be necessary to prevent future problems. If employees do not improve despite your efforts, you may need to consider termination.

8. Ensure that the same problem does not occur again

The best conflict resolution processes not only address current issues but also help prevent them from happening in the future. Once the situation has calmed down, you should analyze the causes and contributing factors more closely. There may be an underlying problem with employee motivation or a process that you need to address first in order to prevent the conflict from escalating again.

When should the human resources department be involved in resolving workplace conflicts?

Although the situations may vary depending on the industry, the HR department should always be involved whenever an employee violates the company's code of conduct.

The extent of involvement and the consequences of such violations should be determined in advance so that employees know what actions the company will take based on their behavior.

Let leaders carry out their tasks—unless they are personally involved.

To ensure that leaders have appropriate conflict resolution skills, you should train them to recognize conflicts and address them professionally. In an incident between a leader and an employee, the HR department can be called in as a neutral party.  

Do not hesitate to investigate or intervene.

Some conflicts require more drastic measures to resolve workplace conflicts. In particularly serious incidents such as threats of violence, allegations of sexual harassment, or bullying, you must intervene to protect employees and immediately stop the behavior.

In the event of a conflict of interest, a neutral third party should be brought in.

The human resources department is obliged to resolve workplace conflicts fairly. Therefore, it is important to remain neutral. If an HR employee is too close to the situation, the case must be delegated to another member of the HR team or an external service provider must be engaged, depending on the circumstances. Without the involvement of a neutral party, a resolution is unlikely.  

Establish a code of conduct.

HR experts agree that company policies and the conflict resolution process must be clearly communicated from the start. They should at least be included in the employee handbook and fully understood by management.

A handbook conveys your guiding principles and values, making it a part of your conflict management strategy. By including a code of conduct in the handbook, you make your employees aware of the basic behavioral expectations in the workplace.

Another advantage: it makes it easier for new employees to get oriented and adapt to your company culture.

Here are some examples of content you could include in the code of conduct in your handbook:

  • Communication guidelines
  • Policies against discrimination and harassment
  • Rules for the appropriate use of office spaces
  • Dress code (if applicable)
  • How to create a conflict-free work environment

Even though conflicts in the workplace cannot be completely avoided, you can create a conflict-minimizing environment through openness, tact, and trust. Train your employees in conflict resolution skills so that the entire organization feels empowered to foster a positive work culture.

Create a culture of open communication.

To prevent problems from escalating, it is important to build a resilient culture to which everyone – from leadership to new employees – contributes. The HR department can play a key role in shaping the corporate culture and provide the best possible support to leaders and employees who put this culture into practice.

Here are some suggestions on how you can promote an open corporate culture:

  • Gather honest feedback from your employees about how the company is doing, how they feel at work, and how their leaders act – and take this feedback seriously.
  • Ensure that leaders and management communicate openly about the company's situation, future plans, and other initiatives – whether positive or negative – that affect employees.
  • Review your performance evaluation process and make sure that evaluations take place frequently enough to identify and address issues early. Also, make sure that evaluations help to foster employees' strengths.
  • Discuss the onboarding process with leaders and managers to determine how best to convey your value of transparency and train them to assess candidates' communication skills in interviews.
  • Incorporate training on your values and company culture into the onboarding process.

Train leaders and employees in conflict resolution skills.  

The HR department should not have to bear the burden of conflict resolution alone. Everyone should work together to create a stress- and conflict-free work environment.  

To achieve this, get to know the leadership styles of your managers and train your team in the appropriate handling of workplace conflicts. While this should be tailored to the specific needs of your company, there are some types of employee training that have generally proven effective.  

Communication Training  

Communication training can be an effective tool to impart new skills and establish the right way of communicating in your company. When designing the training, you should consider the following questions:

  • Company values: How much does your company value communication between employees? If you align your efforts with the company's mission or values, you can target your training measures more effectively and strengthen your corporate culture.  
  • Specific result: Which specific skills or competencies would be most helpful for your employees? Focus on the essentials instead of overloading the training with too much information.  

Mindfulness

Mindfulness is about being present in the moment rather than being controlled by thoughts and feelings. Stressful situations, such as conflicts with team members, can affect employees' mental health.

According to a 2024 Headspace study on mental well-being in the workplace, 77% of employees report that work-related stress affects their mental health.

Mindfulness can help resolve workplace conflicts by reducing stress, promoting emotional resilience and empathy, and boosting self-confidence.

Next step: Strive for a harmonious corporate culture.

Conflict resolution may not be the most glamorous part of HR work, but it is essential for establishing and maintaining strategies for dealing with conflicts in the workplace. No one is perfect, and conflicts can arise. However, it is important that employees feel secure enough to address their issues.

To create a work environment where conflicts are resolved, the HR department should do the following:

  • Consider conflict management as a comprehensive strategy that should be integrated into all policies and processes.
  • Resolve conflicts as early as possible.
  • Mediate conflicts between employees so that they can find a compromise and improve their relationship.
  • Offer training on respectful communication and building a positive work culture for employees and managers.
  • Bring the team closer together to promote collaboration and foster better relationships.

A truly inspired HR professional will not only handle workplace conflicts effectively but also recognize the hidden opportunities within them that contribute to creating an overall better work environment.

Effective conflict management is a continuous strategic process, not a one-off event.It requires HR and management to intervene early, conduct structured mediations, and follow up rigorously to prevent recurrence.A harmonious corporate culture is built on transparency, clear expectations, and continuous feedback.IceHrm provides essential infrastructure to support this strategy: its Performance Management and Feedback features enable the regular, documented evaluations needed to identify and address issues early (Prevention and Step 6). Furthermore, the Document Management module ensures the company's Code of Conduct and Communication Guidelines are accessible and acknowledged by all employees, providing a critical foundation for setting behavioral expectations and making conflict resolution processes clear and consistent for all parties involved.