Navigating Conflict

🤝 Leadership Insight: Navigating Team Conflicts with Grace

Ever found yourself mediating a conflict between a manager and their team member?

Here's a reality check: according to a Harvard Business Review article (linked in the comments) 39% of workplace conflicts between first time managers and their employees, stems from communication gaps and differing perspectives, not actual performance issues.

As a senior leader, our role isn't just about finding quick fixes—it's about understanding the root cause and figuring out how to create lasting solutions. 

Over the years of my experience as a contact center senior leader I have had many opportunities to resolve conflict between employees. Many times as I have sat there and listened to the two parties share their experience, it just clicked AHA! This is why there is a conflict. When you are able to break down and identify where the conflict stems from, then you will know what approach to take to resolve it. 

Here are 3 steps that I have found to be very successful in experience. 

3 Key Steps to Successfully Navigate Team Conflicts:

1. Listen Actively 👂

Create a safe space for both parties to share their perspectives without judgment. Both parties need to truly feel that they can share their opinion and experience without being criticized or judged. 

2. Identify Patterns 🔍

Look for communication style differences and misaligned expectations. We all communicate in our own way and assume that everyone else communicates the same way we do. What sounds to us as an innocent statement could be perceived as critical or negative to someone else. It's our job as leaders to recognize where the differences are and identify how to move to step 3.

3. Bridge the Gap 🌉

Help both sides understand each other's viewpoint and develop a collaborative solution. When we recognize that others communicate differently and are open to hearing a different perspective then we can move into solution mode. We can help both sides find a middle ground where they feel heard and understood. 

Remember: Conflict resolution isn't about taking sides—it's about finding common ground and fostering growth.

Have you successfully resolved a workplace conflict? Share your experience below! ⬇️