Tools for resolving workplace conflict
Repair workplace relationships and restore team harmony
Fractured workplace relationships and team tensions are often signs of workplace conflict. The underlying causes could range from pent-up disagreements to serious incidents such as bullying, sexual harassment or another breach of an organisation’s code of conduct.
There is no single approach to resolving workplace conflict. The appropriate response depends on the nature and seriousness of the issue, the people involved, the level of risk and whether the issue is emerging, ongoing or already formalised.
There are several tools and strategies organisations should have in their conflict-resolution toolbelt.
Why workplace conflict needs to be addressed
Workplace conflict is not simply an interpersonal issue. Ongoing conflict, poor workplace relationships and inappropriate behaviours can create psychosocial risks for workers.
Under Australian work health and safety laws, employers and other persons conducting a business or undertaking (PCBUs) must eliminate psychosocial risks, or where that is not reasonably practicable, minimise them so far as is reasonably practicable. Psychosocial hazards can include poor workplace relationships and interactions, bullying, harassment and violence or aggression.
Early intervention can help prevent relatively minor concerns from escalating into formal complaints, grievances or workplace investigations. It can also help employers identify and manage risks before they become more difficult and costly to resolve.
The earlier workplace issues are addressed, the more options an organisation generally has for resolving them constructively.
Which workplace conflict resolution tool is appropriate?
Different situations call for different approaches. Some issues may be addressed through an early, informal conversation, while others require a structured process involving an independent investigator, mediator or facilitator.
Courageous conversations
Many workplace issues do not begin as major conflicts. They often start with small frustrations, misunderstandings or behaviours that are not addressed early.
A courageous conversation is an honest and respectful discussion about an issue that may be difficult to raise. It can help people clarify expectations, address misunderstandings, provide constructive feedback and resolve tension before an issue escalates.
Courageous conversations are not suitable for every situation. Serious allegations may require a more formal process.
Read about courageous conversations >
Workplace Culture Reviews
Workplace culture reviewsallow senior management and the board to take a broad, proactive approach by identifying and mitigating potential red flags and highlighting concerns or common themes that may need to be addressed.
A cultural review can be particularly useful where changes is on the horizon or tensions are brewing and leaders need to monitor staff engagement and understand what is happening across a team or organisation.
Read about workplace culture reviews >
Workplace Investigations
Workplace Investigations are important whenever a manager becomes aware of a serious complaint or allegation, particularly where the allegations involve bullying, sexual harassment, discrimination, misconduct or other potentially serious breaches of workplace policies or obligations.
Workplace investigations must be conducted professionally and fairly from the interview stage through to the final report.
Read Do I Need an Independent Workplace Investigator? >
Mediation and facilitated discussions
Mediation and facilitated discussions are useful when workplace relationships have become strained, communication has broken down or conflict has become difficult for the people involved to manage independently.
Mediation creates a safe, structured space for individuals involved in workplace conflict to explore the underlying issues and work towards a resolution. A neutral mediator helps participants communicate effectively and identify mutually acceptable outcomes.
Facilitated group discussions are particularly useful when there are issues or or topics that need to be discussed within a team. For example, facilitated discussions can help teams:
have difficult conversations
refresh team values
establish rules of engagement
improve communication
work through emerging tensions
brainstorm solutions.
Read about managing workplace conflict with mediation and facilitated discussions >
Restorative Practice
Restorative Practiceis a communication strategy that can be used to repair damaged workplace relationships and restore harmony within teams.
It can be applied at various stages across workplace processes, including day-to-day leadership and mentoring, direct conversations between employees, performance management discussions, facilitated group discussions, following a cultural review or workplace investigation, and after formal mediation.
Restorative practice is not appropriate in every situation. Employers should consider a number of factors including the nature of the issue and any psychological safety risks.
Read about restorative practice >
Workplace conflict and employer obligations
Employers have obligations to respond appropriately when workplace issues arise. Depending on the circumstances, this may involve obligations under the Fair Work Act 2009, the Sex Discrimination Act 1984, state or territory anti-discrimination laws and applicable work health and safety laws.
Under the Sex Discrimination Act 1984, as amended by the Anti-Discrimination and Human Rights Legislation Amendment (Respect at Work) Act 2022, employers and other duty holders have a positive duty to take reasonable and proportionate measures to eliminate, as far as possible, certain unlawful sex discrimination, sexual harassment and related conduct.
The Fair Work Act also provides protections relating to workplace bullying and sexual harassment.
This means employers should avoid treating serious complaints simply as personality clashes or interpersonal disagreements. The nature of the conduct, the risks involved and the organisation's legal and policy obligations all need to be considered.
The right conflict-resolution process is not necessarily the most formal process. It is the process that is appropriate to the circumstances, proportionate to the issue and capable of addressing the underlying risk.
Which tool is right for your workplace?
Knowing when to have a courageous conversation, when to facilitate a group discussion, when to use mediation and when a formal investigation or broader cultural review is required can be challenging.
The wrong approach can allow conflict to escalate, damage workplace relationships or create additional risks for employees and the organisation.
Workplace Plus can talk you through your options for conflict resolution and help you ensure you are using the appropriate tools and processes at the right times.
For more information and tailored conflict resolution support, contact Workplace Plus today.
