Unchecked Tensions in the Workplace Can Lead to Significant Costs
A recent report by IOSH has revealed that unchecked tensions in the workplace can lead to significant costs, whether it's regarding employee well-being, corporate reputation, or financial bottom line. According to analysis conducted by the UK Advisory, Conciliation, and Arbitration Service (ACAS) in 2021, workplace conflicts cost UK employers approximately £528.5 billion annually, resulting in around 960,800 employees resigning each year due to such conflicts. These figures were derived from a study by the Chartered Institute of Personnel and Development, which revealed that 35% of respondents had experienced workplace conflict in the preceding 12 months.
Conflict Resolution Training
Esther Patrick, the client account director at Keystone Training in the UK, which specialises in conflict resolution sessions, emphasises the significant impact of conflict on health and safety. She points out that the typical consequences of conflict, such as diminished communication, increased absences, higher staff turnover, disruptions in workflow, withheld information, and a pervasive negative atmosphere, naturally contribute to decreased safety levels. These issues can escalate, leading to serious safety lapses, including missed safety checks and instances of violence and harassment. Given these challenges, how can professionals effectively manage conflict to ensure more positive outcomes?
According to a report by the Myers-Briggs Company (2022), poor communication stands as the primary cause of workplace conflict. Eldeen Pozniak, a management consultant based in Canada, highlights the inherent risk when individuals with diverse capabilities and personalities collaborate. She asserts that although differing personalities enrich an organization, they also pose potential challenges if not properly valued, understood, or respected. Pozniak suggests a solution that combines psychological screening protocols with emotional intelligence training. She references standards like the Canadian National Standard for Psychological Health and Safety in the Workplace, the UK's ISO 45002, and similar guidelines in other regions as essential tools for mitigating conflict. By addressing psychosocial factors, organisations can reduce conflict-promoting environments while equipping employees, from frontline workers to senior leaders, with the necessary skills to navigate conflicts effectively.
Pozniak emphasises that safety professionals are uniquely positioned to manage conflicts, given their role in advising and intervening in potentially contentious situations. By cultivating emotional intelligence, including self-awareness, self-regulation, and empathy, along with understanding others' motivations through personality assessments, safety professionals can effectively diffuse conflicts before they escalate.
Violence and Harassment at Work: A Guide for Employers
The International Labour Organisation's publication "Violence and Harassment at Work: A Guide for Employers" (11.0, 2022) advocates for the prevention of workplace violence and harassment through the cultivation of strong workplace relationships and the establishment of a culture characterized by mutual understanding, trust, and respect. Esther underscores the importance of recognizing positive intentions behind people's words and actions, stating that familiarity breeds understanding. Simon Cassin, the managing director of Ouch Learning and Development in the UK, emphasizes the principle of charity, which entails entails assuming the best possible interpretation of someone's argument before responding. This principle encourages openness to being challenged, promoting active listening and understanding as means to mitigate conflict.
Conflict Resolution: Reviewing Your Processes
When it comes to policies and procedures, there's no one-size-fits-all approach, but Kompass Professional Development outlines seven steps that a conflict mediator should consider:
- Bring both parties together;
- Establish ground rules;
- Identify the root cause of the conflict;
- Actively listen to each side's perspective;
- Define a desired outcome;
- Encourage participants to propose potential solutions; and
- Reach an agreement on resolution and outline necessary steps to implement it.
It's crucial to be aware of any relevant legislation that may shape your policies and procedures, particularly in handling complaints, especially if the conflict involves harassment, violence, or discrimination. IOSH's competency framework provides a comprehensive guide to ensure that your personnel develop the necessary skills. Core competencies such as leadership and management specifically address conflict management, while others like effective communication, providing constructive feedback, and active listening can also contribute significantly. Relevant training options are widely available.
Ignoring conflict is a common tactic that many have witnessed in practice. While there may be occasions where postponing a discussion is warranted, indefinite delay often leads to negative consequences.
Lack of Skills to Address Conflict Directly
Employees often lack the necessary skills to address conflicts proactively, and may not feel empowered to confront issues themselves, allowing conflicts to fester unresolved. This reluctance creates an uncomfortable atmosphere, akin to an elephant in the room. Simon observes that many businesses tend to react to conflicts rather than taking proactive measures to address them. However, he and others stress the advantages of equipping teams with tools and support to prevent conflicts from escalating. Esther views well-handled conflicts as beneficial for teams, viewing them as positive disruptions that often lead to enhancements in performance and innovation. She advocates for embracing conflicts rather than fearing them, highlighting the risks associated with ignoring or mishandling them.
Transforming Perceptions of Conflict
Conflict resolution expert Troy Stearns suggests reframing the perception of conflict as a natural aspect of human interaction, one that can foster engagement and lead to positive outcomes. However, conflicts involving abuse—be it verbal, emotional, or physical—require immediate administrative intervention due to their corrosive nature.
The Importance of Recording and Responding
Without a robust reporting system in place, organizations struggle to recognize and address the scope and nature of conflicts, as well as the underlying factors contributing to them. By implementing a reporting system, organizations can gather valuable data to gain insight into their teams' experiences and take proactive measures to address conflicts effectively.