Conflict in the workplace is inevitable, yet many leaders struggle to manage it effectively.
Poor decision-making during conflict can exacerbate issues, erode trust, and damage organisational culture. Here are 10 harsh truths about decision-making during conflict and how leaders can handle it better.
1. Reporting a colleague should not be the first step
Fostering a culture of open dialogue prevents employees from immediately escalating issues to HR or management. Encouraging direct communication between colleagues can resolve misunderstandings before they become formal complaints.
2. There are no shortcuts in conflict resolution
Quick fixes rarely lead to lasting solutions. Instead of rushing to resolve an issue, consider a structured approach: introduce the problem in one meeting, explore it further in a second, and decide on a resolution in a third. This ensures thoughtful, long-term solutions.
3. Agreement on resolution criteria is crucial
Conflicts escalate when stakeholders don’t align on what a successful resolution looks like. Whether it’s prioritising corporate values, financial outcomes, or team collaboration, establishing clear criteria from the outset can prevent further disputes.
4. Conflict can be beneficial
Like rain nurturing growth, conflict can drive positive change when managed properly. It fosters innovation, exposes weaknesses, and strengthens team dynamics—provided it is approached with a constructive mindset.
5. It’s not about who is right or wrong
People often argue from their personal perspectives rather than seeking to understand others. While agreement isn’t always possible, listening to different viewpoints leads to better decision-making and fosters a more inclusive work environment.
6. You won’t always get the outcome you want
Not every conflict ends with a favourable resolution. In cases of toxic work culture or ego-driven disputes, leaders must recognise when to step away or make structural changes to improve long-term outcomes.
7. Many leaders fear conflict
Concerns over political correctness or Diversity, Equity, and Inclusion (DEI) considerations can make leaders hesitant to address workplace conflicts. However, avoiding difficult conversations can lead to bigger problems down the line.
8. Settling is not the same as resolving
A settlement is a temporary compromise, while resolution is a long-term fix. Leaders must decide whether they want to quickly patch up a problem or implement a solution that prevents recurring issues.
9. Lack of face-to-face interaction fuels conflict
Remote work and virtual meetings have made it harder to build strong working relationships. In-person discussions allow for deeper understanding and more effective conflict resolution.
10. Your organisation likely lacks conflict resolution training
Without proper training, teams struggle to navigate disputes effectively. Investing in conflict resolution skills at all levels of leadership ensures smoother decision-making and a healthier work environment.
How to make better decisions during conflict
Recognising these harsh truths is the first step. Here are actionable strategies to improve decision-making in conflict situations:
1. Prioritise mediation over litigation
Whenever possible, avoid legal disputes and formal complaint processes. Mediation empowers individuals to take ownership of conflict resolution and fosters collaboration.
2. Act early to prevent escalation
Unresolved disputes can lead to stress-related absences, decreased productivity, and high turnover. Addressing conflicts early prevents them from becoming unmanageable.
3. Ensure all parties are fully informed
Transparency is key. Providing all relevant information to stakeholders fosters trust and minimises misunderstandings that could worsen the situation.
4. Create a fair process for both sides
A balanced approach ensures that all voices are heard and respected. Leaders should facilitate open discussions without bias.
5. Challenge internal narratives
Encourage employees to reflect on their assumptions and perspectives, and to consider the other party’s viewpoint. Understanding motivations can help de-escalate conflicts.
6. Seek common ground
Finding a compromise that benefits all parties prevents resentment and leads to more sustainable resolutions.
7. Implement a clear conflict resolution framework
A structured approach—outlining principles, processes, and expectations—ensures consistency and reinforces accountability.
8. Lead with integrity
CEOs and managers must set the example by handling conflicts with transparency and fairness. Encouraging constructive discussions before conflicts escalate fosters a more open and trust-driven culture.
9. Follow through on decisions
Once a resolution is agreed upon, implementation must be swift. Sticking to commitments builds credibility and prevents conflicts from resurfacing.
10. Invest in conflict resolution training
Equipping teams with the skills to handle workplace conflicts ensures a more harmonious and productive work environment. Training should focus on negotiation, active listening, and emotional intelligence.
Recognising your team’s achievements is crucial for fostering a motivated and engaged workforce.
He advocates for the continuous enhancement of Malta’s tourism offerings.
The research was carried out by the non-profit, non-partisan organisation
For many businesses, January is synonymous with a post-holiday slump.