A CEO’s guide to resolving conflict with empathy and professionalism

Whether it’s a clash of personalities, miscommunication, or high-pressure circumstances, dealing with a difficult person at work requires patience, empathy, and a strategic mindset – especially for those in leadership positions.

1. Identify the root cause

The first step to resolving any conflict is to understand what’s really causing it. Is the person in question acting out of fear, stress, or frustration? Could they be unaware of how their behaviour is impacting others, or are they working under a different set of expectations? Taking the time to consider their perspective – without making assumptions – can help you approach the issue with clarity and compassion. This also prevents you from taking their behaviour personally, which is key to staying objective.

2. Communicate calmly and clearly

Avoidance can make matters worse. Instead, engage the individual in a calm, respectful conversation. Use “I” statements to express your concerns (e.g., “I feel frustrated when …”) and avoid blaming language.

Focus on the facts and how the behaviour affects the team or work outcomes. Active listening is just as important – acknowledging the other person’s point of view, even if you disagree, can help de-escalate tension and foster mutual understanding.

3. Stay professional and set boundaries

When emotions run high, it’s easy to get drawn into negativity. But as a leader, your job is to model professionalism.

Set clear boundaries and expectations around behaviour and performance, and do so in a constructive manner. Refrain from gossiping or retaliating, as this can erode trust and damage your credibility. Maintain your integrity by focusing on solutions rather than the person.

4. Practise empathy without absorbing negativity

Recognise that difficult behaviour often stems from internal struggles – insecurity, past experiences, or unspoken challenges. While you can’t change someone else’s personality, you can control your response.

Empathetic statements like “I understand where you’re coming from” or “I’m sorry you feel that way” can defuse hostility without draining your energy. This approach validates the individual without feeding the conflict.

5. Find common ground and collaborate on solutions

Aim for a win-win outcome rather than trying to “win” the argument. Invite the person to brainstorm solutions with you and be open to compromise. This not only shows respect but can lead to more sustainable outcomes. If the problem continues, consider involving a neutral third party – such as a manager or HR professional – to mediate and keep the conversation productive.

6. Manage your own emotions

Leadership requires emotional intelligence. Conflict can trigger frustration, anxiety or even resentment, but these feelings can impair decision-making.

Develop self-awareness by recognising your stress signals and using healthy coping strategies – such as pausing, deep breathing, or speaking to a mentor – to remain grounded. This enables you to respond with clarity rather than react impulsively.

7. Keep your focus on the bigger picture

No matter how difficult a colleague may be, do not let the situation compromise your standards or affect your output. Keep your focus on your responsibilities and the organisation’s broader goals. Maintaining high performance and professional conduct during conflict will reinforce your reputation as a reliable, level-headed leader.

8. Reflect and grow from the experience

Lastly, view workplace conflict as an opportunity for growth. Reflect on what the situation has taught you about leadership, communication, and resilience. What worked? What could be improved? Use these insights to build stronger relationships and lead with greater emotional intelligence in the future.

All in all, by staying calm, communicating clearly, and leading with empathy, you not only resolve conflict but also set a positive example for your entire team.