Workplace Conflict Resolution

Workplace conflict resolution goes wrong most often at the first step, because the response is chosen before anyone has worked out what kind of conflict it is.

• Task conflict. Disagreement about what should be done. Often productive. Resolve by making the decision and the reasoning explicit.
• Process conflict. Disagreement about how, or about who does what. Usually a role clarity problem wearing a personality costume.
• Relationship conflict. Personal friction. Rarely resolves through better process, and the only one that reliably damages a team.

Most escalated matters begin as task or process conflict and become relationship conflict because they went unaddressed. That is the useful insight, because the first two are far easier to fix than the third.

Unresolved conflict is also a recognised psychosocial hazard. Safe Work Australia covers the duty to manage it. This is general information rather than legal advice.

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