Practice active listening and empathy
Most of the time, people are just looking to be acknowledged. Active listening involves listening to what someone is saying without creating a response while they are still talking.
For instance, in a furious argument about resource allocation, we can consciously use this active listening exercise and then paraphrase what our colleague said: “If I get you correctly, the allocation will not leave enough room for your team's priorities. Am I wrong?” That little prompt can diffuse tension and create the path for a compromise.
As Stephen Covey prudently said, “Seek first to understand, then to be understood.” This principle is at the heart of effective conflict resolution.
Focus on solutions, not blame
Pointing fingers does not solve anything; however, it is the advice to talk about the solutions. Hence, in the case of Sam and Priya, we introduced a common task tracker, which would improve transparency and accountability. Indeed, this practical step answered their immediate problem and enhanced their working relations, as well.
Follow up and reflect
Conflict resolution does not end with the first conversation. Follow-up conversations are necessary to observe whether what we agreed on together is being kept and to prevent any further buildup of tensions. In your workplace, you can establish a technique for scheduling follow-up checks after the issue has been settled because it manages accountability and trust.
Successful conflict resolution in the workplace requires patience, effective communication, and consideration of the underlying issues. With honest dialogue, empathy, and focusing on solutions, workplace disagreements can be turned into an opportunity for growth.
As my wise mentor, Justin Mecham, once said, “Conflict isn't the enemy; it’s how you handle it that matters.”