Problem Solving and Conflict Management

What is problem solving and conflict management?

Solving problems and managing conflicts means having respectful, open and effective discussions to resolve issues when they arise. If someone doesn’t do this, they will be held responsible.

Why is problem solving and conflict management important?

There are many benefits to having people leaders effectively trained in problem solving and conflict management:

  • Ensures perceptions of fairness.
  • Keeps team morale high.
  • Enhances the likelihood that conflict becomes productive.
  • Holds workers accountable for their actions.
  • Addresses and effectively resolves challenges.
  • Reduces risk of more serious workplace issues.
  • Reduces the need for stress-related absences.

Frequently Asked Questions

  • Be a role model by showing esteem, care and consideration for everyone in the workplace, as well as recognizing their dignity and inherent value.
  • Maintain a workplace culture where disrespectful or uncivil behaviour is immediately addressed, for individuals at all levels in the organization.
  • Manage conflict quickly and effectively. Ensure you follow-up with all parties involved.
  • Provide training and resources on civil and respectful workplace behaviour (such as interpersonal conflict resolution, anger management).
  • Regularly express to your team that their feedback is welcome, valued and appreciated.
  • Thank workers who speak up. This will encourage others to contribute and make them feel safe to do so.
  • When you do not move forward with a suggested solution, discuss why not.
  • Allow alternative methods for a worker to make suggestions less publicly (such as email).
  • Give credit and recognition when a worker’s suggestions and ideas are considered or implemented.
  • During orientation and regular one-on-ones between people leaders and direct reports, tell workers that continual improvement to the work environment, technology, equipment, processes or their own skills and abilities is expected.
  • When changes are coming or implemented, recognize and celebrate the good work done under previous systems. Indicate the rationale and intended positive outcomes from changes. This can help workers feel more open and welcoming of change.
  • To increase understanding and acceptance and decrease the apprehension, from uncertainty, paint a clear picture of what the workplace will look like when the change is complete,
  • Show you understand the workers’ reality by sharing as many details as possible about the intended timelines and steps of the change, and state known challenges and concerns before they do.

Action

Next steps: Commit to enhancing problem solving and conflict management as a leader

We invite you to complete the Psychologically Safe Leader Assessment (PSLA) to learn more about your current leadership skills with respect to problem solving and conflict management. By completing this confidential self-assessment, you can identify key areas to improve your psychologically safe leadership skills.

▸ These tips can help you improve and expand your problem solving and conflict management skills:
  • Ask your team what they feel and need within relation to civility and respect in the workplace.
  • Help raise awareness of the impacts of disrespectful or uncivil worker behaviour.
  • Clarify what behaviours and actions people will be held accountable for, and their consequences.
  • Identify organizational and personal barriers to acting when conflict or problems arise.
  • Ask workers for feedback on the areas they perceive problems or challenges in, and suggestions for solutions.
  • Provide worker flexibility around scheduling and prioritizing tasks, as appropriate/reasonable.
  • Help workers manage the emotional impacts with upcoming or occurring changes.
  • Provide tips on how to engage in effective discussions with coworkers and clients.
  • Practise non-judgmental interpretations of others’ behaviour, considering the impact of personal or other stressors may have on one’s behaviour.
  • Ask each of your direct reports, “How can I help you prioritize tasks and responsibilities?”
  • Learn how to discuss difficult topics effectively, leaning on trusted colleagues for input and advice, as needed.
  • Monitor your communication style and strive to continually improve and enhance approaches.
  • Support workers in growing and developing the interpersonal and emotional skills they need for their position.
  • Remember, you are human and will sometimes make mistakes. Be kind to yourself. Acknowledge your mistakes. Lead by example.