In any type of organization, conflicts will inevitably arise sooner or later. And as a manager, supervisor, or team leader, playing the role of mediator in a conflict can be a real challenge—and sometimes a delicate one.

How to Successfully Manage a Conflict?

Here are our best tips:

a – Quickly identify signs of tension

If you notice signs of tension between several people on your team, don’t assume the situation will resolve itself. Tension that is not addressed at the root usually worsens over time.

b – It may be more complex than it seems

A conflict doesn’t only affect the individuals directly involved. Those around them are also impacted by the tension and resulting stress. Acting quickly helps to prevent the formation of cliques and avoids disorganization or division within your team or department.

c – Arrange a meeting between the individuals involved

A private meeting allows the concerned individuals to express themselves and share their opinions in a calm and respectful manner. Before anyone speaks, remind them that the goal of the meeting is to find a solution to the problem.

d – Take the time to understand each person’s point of view

Allow everyone to share their opinion about the situation without interruption. Emphasize that this issue can only be resolved through discussion and negotiation.

e – Be confident

Listen with empathy and objectivity. Make it clear that you will not take sides. Always maintain a neutral tone and avoid siding with anyone until you have heard all perspectives.

f – Gather as much information as possible

Ask questions and seek to understand the exact cause of the problem. Clearly identify the issue and point out that tension among colleagues can have consequences on the rest of the team, on clients, etc. Stay focused on the professional aspect of the issue, avoiding any remarks about individual personalities.

g – Find a mutual solution

The most important thing is for the discussion and exchange to lead to a shared solution. Acting unilaterally will not help ease tensions between the parties.

h – Explore alternatives

Identify and discuss possible solutions to resolve the problem. Encourage the conflicting individuals to arrive at a solution themselves, to avoid either one feeling like they “won” the argument…

This text is an excerpt from the book “BUILDING A STRONG TEAM” written by ULRICH MEHOUELLEY.

We invite you to read the next article: “MOTIVATING TEAM MEMBERS”.

CONFLICTS BETWEEN COLLEAGUES. CONFLICTS BETWEEN COLLEAGUES.