We all encounter conflict to a greater or lesser extent in our daily lives, but the way in which we deal with conflict that occurs at work can define the trajectory of our careers.

Good managers know that dealing with conflict or problems at work calmly and rationally is the best solution, something we teach on our Management Training, but how exactly can this be done?

1/ Analyse the Symptoms of the Problem/ Conflict

Ask yourself “How do I know that a problem exists?”

Who is involved and what are they saying/doing? It can be easy to interpret some strong office ‘banter’ as more than that – make sure if you decide to step in, it’s an actual conflict you’re stepping into!

What exactly is happening that makes you think it’s a conflict? Are there angry exchanges? Nasty looks? Or is it just a ‘feeling’ you have?

If it’s the latter, tread carefully – although your gut instinct may often be right, getting too involved when there’s no issue there can be taken badly and seen as micro-managing.

2/ Analyse the Causes of the Problem/ Conflict

By looking at each symptom and asking the question “why does this symptom exist?” you will end up with a good analysis of the root causes of the problem or conflict.

Is it one problem individual who keeps saying horrible things to people? Are there two people gunning for the same promotion?

Analysing the symptoms individually allows for an easier ‘case-by-case’ solution.

3/ Consider All Solutions

Consider every possible solution to the problem. At this stage do not rule anything out.

Making an expansive list of every potential avenue means that you aren’t limiting yourself to one route and if something fails to solve the problem, you have other solutions that you can explore.

4/ Remove Unfeasible Solutions

Go through all the possible solutions and remove all those that would really not be feasible from your list.

Whether that’s due to a lack of finances, lack of official authority or potential to create other problems.

5/ Consider the Remaining Solutions

Consider the remaining solutions from the list and then choose the solution that you are going to implement.

You need to be as sure as possible that this is the best course of action because although you could take other routes if it fails (as mentioned previously), this can sometimes be costly or cause too much upheaval.

6/ Look In-Depth at the Solution

Look in-depth at the solution that you have chosen and produce a step-by-step plan of action.

If the solution involved tackling a person, then work on a “script” of what you will say, think about all the possible ways in which the person may respond, and rehearse your responses.

If it’s a more strategic solution, make sure you have all the necessary processes in place to make it work. If that means getting backing from ‘above’ or consulting another department, get this done before you begin to implement the solution.

7/ Implement your Plan

Now it’s finally time to start implementing your solution. Depending on the scale of the problem at hand this may require a large amount of attention, in which case make sure you haven’t got any other pressing commitments to fulfil at the time, if possible.

If necessary, delegate aspects of the solution process to individuals you feel would be most able to handle them.

8/ Review the Success of your Plan

“Did it work?” is the pressing question that needs answering! If the answer is yes, congratulations but don’t stop there. Think about exactly what went right and how you could implement the same thing again if the situation were to arise.

If it didn’t work, firstly consider what the you next move will be. A solution will still be required so look at implementing one of the alternatives that you had considered before.

Also, think about why it didn’t work. Were there too many or too few people involved? Was it a personal problem that you tried solving strategically? Taking note of why your solution was unsuccessful means you’ll be able to avoid the same mistakes in the future.

Final Thought

And there you have it. Hopefully if you follow these steps, you’ll be able to manage any conflicts or problems that arise at work.

Of course, if you find yourself struggling to assert yourself when trying to provide a solution, it’s worth coming on our Confidence Building Training.

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