5 Key Skills for Conflict Resolution in the Workplace

It isn’t cynical to say that where there are two or more people, conflict will arise. Even with the best intentions, people will have crossed wires, misread one another’s actions, or simply be unaware of how their actions affect other people. This can happen in personal relationships, but it also happens in the workplace where diverse groups of people gather to pursue a common goal, making conflict resolution skills important.

Regarding conflict in the workplace, it’s not a matter of “if,” but of “when” it happens. Whether you’re responsible for a team or are simply part of the workforce, you’ll benefit from having certain conflict resolution skills.

The Value of Conflict Resolution Skills

A conflict is an argument or disagreement about an issue, and it can arise in the workplace for various reasons. It can be generated from unclear expectations, unfair treatment, difficult working conditions, poor resourcing or management, personality clashes, or misalignment of values and priorities. The conflict could be between different groups like management and the staff, or between individuals.

When conflict arises in the workplace, relationships and morale in the organization are affected. Handling those conflicts quickly and effectively allows for stakeholders to be heard and for a healthier and more productive work environment to flourish. Possessing conflict resolution skills can promote healing in a broken situation (Proverbs 12:18).

Key Skills for Conflict Resolution in the Workplace

Being able to effectively resolve conflict when it springs up in the workplace requires a combination of skills, traits, and strategies. There are many different kinds of skills that can come in handy when conflict arises, but below are five key skills that are helpful for conflict resolution.

Active listening

When conflict arises, it’s easy to focus on your own needs, and not hear the needs, concerns, or viewpoints of others. Instead of being quick to get angry or speak, being able to slow down and listen well to others is a valuable skill, especially when no one else is willing to. Active listening entails giving your full attention to the person speaking to you and asking clarifying questions.

Active listening means the person speaking is not interrupted. Their concerns are acknowledged and not dismissed. Paraphrasing and summarizing what a person has said further ensures that you understand them.

Emotional intelligence

Handling conflict requires having emotional intelligence, which is measured by your ability to recognize and manage your own emotions, as well as your capacity to empathize with the perspectives and emotions of others. Emotionally intelligent people can be calm under pressure, foster a respectful atmosphere in a tense situation, and understand their own and others’ emotional triggers.

When you’re emotionally intelligent, you can understand someone’s point of view. Seeing the other person’s perspective can help you to undercover where there may be areas of confusion or misunderstanding. It positions you to suggest possible solutions to break through the deadlock.

Problem–solving and analytical thinking

Another helpful skill for conflict resolution is the ability to gather relevant information about the areas of conflict, identify underlying interests and matters of concern, evaluate potential solutions, choose the best course of action, and work with others to find mutually beneficial solutions.

Being a problem solver also means actively seeking out the next steps to address the situation. This could include promptly reaching out to speak to a colleague you’ve upset rather than waiting until the issue is escalated and the relationship deteriorates further.

Effective communication

When attempting to work through conflict, it’s important to be able to articulate needs and concerns in a way that promotes amicable discussion. Using “I” and not “you” statements to avoid accusations, blaming, or attacking others is effective in getting the issue in focus. Otherwise, accusations shut dialogue down. It is also important to know how to focus on shared goals and common ground, so everyone remains invested.

Being impartial and neutral

Likely one of the more difficult skills to master is knowing how to avoid taking sides or making assumptions about others amid conflict. Resolving conflict requires the ability to remain objective and unbiased, which allows you to focus on the issue and not on the personalities. To ensure that everyone is treated fairly, power dynamics must be handled well.

Other skills and traits that are helpful in resolving conflict effectively include being flexible and adaptable, being patient and open-minded toward others, showing respect for all people, as well as being culturally competent and able to navigate diverse contexts.

Nurturing Your Skills

When conflict ensues, it requires a deft hand to navigate and resolve it. Successfully resolving conflict will call on you to be able to read people’s verbal and non-verbal cues, to handle your own emotions well, and to have insight into the issues at stake for everyone concerned. If you have the skills, you can effectively de-escalate a conflict, whether you’re one of the parties, or simply playing the role of a mediator.

Conflict resolution skills can be developed, and you can hone yours through training programs and workshops, doing role-playing exercises, or being coached or mentored. By working with a coach, you can cultivate these skills and become more effective at improving relationships, resolving conflicts, and maintaining a productive work environment.

Likewise, if you are embroiled in a workplace conflict that you cannot resolve, perhaps it is time to seek out a therapist. Whether it’s a therapist or coach that you need, contact our office today at Irvine Christian Counseling in California so we can pair you with the right person.