No more war at work

Many leaders put their head in the sand, trying to hide away from a tense climate. This is a perfectly normal reaction. But leadership is not a popularity contest; you have the responsibility to make the most of your team’s potential. But how do you do you handle a conflict? We’ve got you covered.We've put together some advice on how to manage a conflict between two employees:

Find the root of the problem

We recommend you meet the two employees involved in a private room, set aside an hour or two. Establish the fact that this can only be resolved through discussion and negotiation. Then set some ground rules for the discussion before you start, one of the most important being to state the problems in no-fault terms like “I feel ignored” instead of “You always ignore me”. Allow each to share their story and perspective on things, without interrupting.

Don’t take sides

It’s only human to identify more with one point of view. But be careful not to state any bias towards either employee, as it will undermine your mediator role and affect your ability to get a clear picture.

Agree on the problem

Summarise the discussion and build consensus on your description of the problem before searching for a solution. Look for common ground between the employees in conflict, recognise the will to reach a resolution and explain your hope to do this together, in dialogue.

Discuss solutions

Encourage both parties to come up with ideas on how to solve the problem. Have them articulate what needs to change for them to be satisfied, outlining proactive steps towards a resolution. Make sure they acknowledge their own role in the situation.

Agree on a solution

Once the suggested solutions have been discussed, decide on which one best meets the needs of both employees and the organisation. Nobody should leave the room still feeling disgruntled. Write down a short summary of the agreed actions. Decide on when to touch base again and see if you have managed to solve the conflict in a few weeks' time. If you want to practice your conflict management skills, ask involved employees for feedback on your mediation. What could you have done better?