Conflict Management Stages

The conflict management stages describe the manager’s side of the process, which is different from how the conflict itself develops.

Notice. Meetings that go quiet, work rerouted to avoid someone, a rise in things being put in writing. These precede any complaint.

Enquire. Separately, and without deciding who is right. The aim is understanding the positions, not gathering evidence.

Decide the level. Coach the individuals, facilitate a conversation, or move to a formal process. Choosing formal too early hardens positions.

Intervene. Whichever level you chose, with an agreed outcome in writing.

Follow up. Weeks later, separately. This is the stage most often skipped, and it is where you find out whether anything actually changed or whether both parties simply agreed to end the meeting. Put a date in the calendar at the time you agree the outcome.

Safe Work Australia covers the psychosocial duty. This is general information rather than legal advice.

See Sentrient’s conflict resolution course for managers and conflict resolution course.