As an Ombuds, I often hear from managers struggling to navigate conflict within their teams. Recently, a friend confided in me about the quick tempers and communication breakdowns happening amongst his employees. While there’s no one-size-fits-all solution, I offered some insights that can help anyone approach workplace conflict with a more empathetic and productive mindset.
The key is to look beyond the surface-level disagreements. Strong emotions often mask deeper concerns about power dynamics, feelings of disrespect, or unaddressed frustrations. Here are three key areas to consider from the employee’s perspective:
Power: How much control do employees feel they have over their work? Are there situations where they feel unheard or powerless?
Identity: Does the conflict make them feel disrespected or undermine their sense of value within the team? What other identities might feel threatened?
Emotions: What might be driving their frustration or anger? What underlying feelings might they be experiencing?
By asking open-ended questions and actively listening to employee perspectives in these areas, managers can gain valuable insights. This understanding can then be used to find solutions that address the root causes of conflict, rather than simply managing the outward symptoms.
Remember, fostering a culture of open communication and empathy is crucial for preventing and resolving conflict. By taking the time to understand the “why” behind employee behavior, managers can build stronger teams and create a more positive work environment for everyone.
By Teresa Ralicki, Ombuds Lead at Pinterest, founder of Ombuds Institute, and Co-Editor of Ombuzz