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Conflict is something we've all seen and heard at some point in our lives and likely taken part in too. Where there are people, there's a risk of conflict. Ultimately, this is because we're all different. We have different opinions, values and ideas. 

Sometimes conflict is good. It may even lead to a deeper understanding of one another, but left unchecked, it can cause feelings to fester, morale to drop and relationships to break down. 

Generally, workplace conflict can be caused by one of two things. The first is personality conflict. In other words, disagreements between individuals. These are often driven by emotions such as anger, stress and frustration. The second is substantive conflict. These are tangible task-related things. For example, a controversial decision made by a manager, the performance of another team member or a change in your company's direction or its culture. 

If you find yourself in a conflict situation, there are five approaches you can use to resolve it. 

First, raise the issue early. Keeping quiet will only cause resentment to fester. So speak to the other person if you can. Avoid talking to other people first as this can cause rumor and gossip to spread. 

Be assertive, not aggressive. This will encourage the other person to do the same and allow you to get to the root cause of the problem faster. If you're not comfortable going to them directly, talk to your manager about the situation first. 

Emotions often run high when conflict arises, so be careful to pick the right time to talk to the other person about it. If you're angry, you may say something you regret. Stay calm and ask yourself, what do I want to achieve here? What is the main issue? And how can it be resolved? 

It can be hard to look past your own experience of the situation, but try to put yourself in the other person's shoes. Invite them to describe how they view things and what they think can be done to resolve the situation. This will help to build mutual respect and understanding and will more likely lead to an outcome that satisfies both parties. 

Don't be tempted to jump in and interrupt, even if it's painful to hear. Instead, listen actively. While they're talking, nod your head to demonstrate that you're paying attention. And when they've finished, paraphrase their key points to show you've understood. 

Pay attention to their body language too. If someone is saying all the right things, but they have their arms folded and won't make eye contact, it's a sign that something might still be wrong, so ask them about it and make sure you're both on the same page. 

Finally, acknowledge any criticism. Some of the things the other person tells you may be difficult to hear. If what they're saying is fair, take it as constructive feedback, keep an open mind and use their feedback to help you identify areas that you can improve and grow from.

To learn more about conflict resolution, read the article that accompanies this video. © 2022 Mind Tools by Emerald Works Limited.