If you work in an office, getting along with your co-workers can be challenging, and there may be conflict. People from all different backgrounds may have to work together in a single office. They will all have ideas about the best way to accomplish goals and may have other ways of communicating their approval or disapproval of someone else’s ideas.
Specific conflicts will definitely occur in the workplace, and sometimes, they can get out of hand. In some cases, a conflict may result in complaints to management; in other cases, it may escalate to shouting, causing a disturbance, or even physical altercations.
Remember always to call the police in a violent situation. Law enforcement officers are trained to handle conflicts and de-escalate situations.
There are several different ways to de-escalate conflict in the workplace. It is beneficial to train your managers and employees to handle these situations effectively.
See it Coming
Ignoring a problem or not realising that there is a problem is one of the biggest reasons conflicts escalate in the first place. Watch for signs of disagreements between people. If you notice workers in conflict, do not be afraid to step in and talk to both of them. Signs of conflict include:
- A worker repeatedly points out mistakes that a coworker is making.
- People talk in muffled voices and use tense body language, such as tight fists, clenched jaws, and crossed arms. Someone fidgeting a lot may also be a sign of conflict.
- Someone excessively gossiping to their co-workers can often signify impending conflict. Keep your ears open. Your employees do not have a reasonable expectation of privacy when they have conversations on company telephones or instant message one another on the company computer.
Use Empathy
Letting people know you understand where they are coming from can go a long way in de-escalating or resolving a conflict. When discussing a dispute with an employee, restate what they have told you about the situation to ensure accuracy.
Try to get the two people in conflict to understand what the other person is feeling. Try to get people to write down the other person’s side of the story. Once a person understands another person’s perspective, they may find it easier to negotiate with them and reach a mutually beneficial solution.
Discuss the Resolution
Once you have acknowledged the conflict and gotten people to see eye-to-eye, you will want to figure out how to de-escalate it. Have each person write down what they think the de-escalation would be. Discuss the possible outcomes of each solution. Find ways for each person to find their own power in the process.
When deciding on the solution, you want to be as objective as possible and use the resolution that will benefit your customers the most. If possible, use facts and statistics to determine a solution to the problem.
Counter Anger with Calm
If someone is yelling or threatening to be violent, there are a few things you can do to help alleviate their situation until they calm down, or you can contact security. Allow the person to speak and listen to them carefully. Look at them without staring and nod to let them know you are listening. When you talk, do so calmly, and let them know you want to help them.
Conflicts at work can seem overwhelming. If you use the right tactics, you may be able to get even the most incompatible of people to see eye-to-eye. You can read more here.
