Vanessa Botha

Vanessa (BCom Hons, University of the Witwatersrand) is the Training Manager at Conflict Dynamics. In this capacity, she manages client relationships and marketing and is also actively involved in the design and development of our training materials. She also facilitates a number of our training courses and workshops. She is an experienced consultant in the areas of Labour Relations and Learning and Development and was previously a part-time lecturer at the University of the Witwatersrand’s Business School and Faculty of Commerce for 17 years.

Conflict in the workplace is inevitable. While constructive disagreement can lead to innovation and growth, letting conflict fester can erode team morale, hinder productivity, and create a toxic work environment, which in turn can lead to the loss of valued staff members. By addressing issues constructively before they escalate, however, you can create a positive and productive work environment for everyone. Strategies for early intervention in conflict are therefore critical in any workplace, regardless of size or industry.

Recognise the Warning Signs

Being proactive requires recognising the early warning signs of harmful workplace conflict. Be on the look-out for the following:

• Communication breakdowns: Misunderstandings, passive-aggressive behaviour and a reluctance to share information are red flags. Notice if colleagues are avoiding each other, withholding assistance, or refusing to work together.
• Decreased productivity: Missed deadlines, errors in work, and disengagement from projects might indicate underlying issues. A sudden decrease in productivity or quality of work can sometimes be linked to unresolved conflict.
• Increased tension and frustration: Watch for changes in body language, communication styles, and emotional outbursts.
• Gossip and negativity: Be mindful of excessive complaining, finger-pointing, and unproductive conversations that spread negativity.
• Shifting team dynamics: Cliques forming, exclusion, or negativity within a team can signal deeper issues.

Take Action

Once you identify actual or potential conflict, don't wait for it to build and worsen. Rather address it promptly and directly. The first step is to determine the appropriate level of response.

Informal intervention

For minor disagreements, initiate a casual conversation with the individuals involved. Encourage them to express their concerns and work towards a solution together.

Workplace mediation

If the conflict is more complex, consider a facilitated process of workplace mediation. A neutral third party can help guide the conversation, promote mutual understanding, and facilitate a mutually agreeable outcome.

Formal intervention

In serious cases, involving formal organisational structures might be necessary. The Human Resources department may be called in to organise a formal investigation of the situation to be conducted, followed by receiving guidance on the correct way forward. Appropriate disciplinary measures can be taken if necessary.

Tips for Early and Effective Intervention

There are many strategies for addressing workplace conflict proactively. Here are some thoughts and practical suggestions:

1. Create a Culture of Open Communication

   1. Encourage employees to voice concerns and grievances in a safe, respectful and confidential environment.
   2. Schedule regular one-on-one meetings with employees to discuss concerns, frustrations, and suggestions.
   3. Train managers on the value of fostering open and genuine dialogue with their staff.
   4. Organise team-building activities that promote communication, collaboration, and trust within the team.

2. Develop and Practice Active Listening Skills

   1. When conflict arises, listen actively and without judgment. Allow each person to voice their concerns and express their perspective without interruption.
   2. Pay attention to both verbal and non-verbal cues as each person speaks. Much insight can be gleaned by observing a person's body language or tone of voice as they explain their point of view.
   3. Focus on understanding the root cause of the issue, not just the symptoms. Ask clarifying questions to get beyond just the position being adopted to the person’s real needs.
   4. Acknowledge and validate each person's feelings. Show that you care about finding a solution that works for everyone. This fosters trust and creates a willingness to work towards a solution.

3. Engage in Collaborative Problem-Solving

   1. Rather than imposing solutions, involve both parties in brainstorming potential resolutions. This empowers the individuals involved in the conflict and increases their buy-in to the ultimate resolution.
   2. Focus on the issue, not the personalities. Avoid blaming or assigning fault. Instead, focus on understanding the underlying cause of the conflict.
   3. Actively look for win-win solutions that address the needs of all involved. Be creative and open to compromise.
   4. Clearly define responsibilities and expectations for implementing the agreed-upon solution. Set a timeframe for follow-up to ensure progress.

4. Lead by Example

   1. Managers set the tone in the workplace. Continually demonstrate respectful communication, active listening, and a willingness to develop your own conflict resolution skills.
   2. Be approachable and open to feedback from all employees.
   3. Recognise and reward collaborative efforts and conflict resolution successes.

5. Seek External Support and Resources

   1. If the conflict is complex or beyond your expertise, don't hesitate to involve HR and/or a trained and skilled workplace mediator. They can provide guidance, facilitate difficult conversations, and offer neutral perspectives.
   2. Consider conflict resolution training for managers and employees. This equips them with the skills to address conflict constructively in the workplace.

Reap the Benefits of Proactive Intervention

A proactive mindset regarding conflict is key to preventing minor disagreements from escalating into major problems. With a focus on early intervention, you can nip issues in the bud before they become entrenched and more difficult to resolve, reduce legal risks (often associated with unresolved interpersonal conflict), build trust and strengthen relationships in the workplace. A harmonious workplace fosters better collaboration and engagement and therefore enhances productivity.