In today’s fast-paced and diverse workplaces, conflict is an inevitable part of our professional lives. With different perspectives, working preferences, and backgrounds, clashes are bound to arise. To address this crucial topic, we recently had the privilege of hosting Emma Mauger from Lucid in our monthly Lunch and Learn session. Emma, drawing from her extensive experience as a workplace and commercial mediator, leadership coach, and trainer, shared valuable insights on how to navigate tough conversations effectively.

Defining conflict

Conflict is  “A disagreement through which the people involved perceive a threat to their needs, interests, or concerns.” This understanding lays the foundation for recognizing that conflicts are not inherently negative but rather a result of differing viewpoints and priorities.

The Costs of Conflict

Unresolved conflicts within organizations come with significant costs. These include:

  • Health and Wellbeing: Conflict can lead to stress, anxiety, and depression among workers, impacting their overall health and wellbeing.
  • Financial Impact: Conflict costs UK employers a staggering £28.5 billion annually.
  • Loss of Skills and Talent: Conflict often leads to employee resignations, resulting in the loss of valuable skills and talent.
  • Reduced Productivity: Conflicts divert attention and energy away from tasks, hampering overall productivity.
  • Poor Morale: Unresolved conflicts create a negative work environment and diminish employee morale.
  • Sabotage: In extreme cases, conflicts can lead to intentional harm or sabotage within teams or departments.
  • Negative Impact on Culture and Leadership Perception: Conflict erodes trust, damages organizational culture, and affects how employees perceive their leaders.

Top Causes of Workplace Conflict

Recognizing the common sources of conflict allows us to address and mitigate them proactively. The primary causes include:

  1. Personality Clashes and Egos
  2. Stress
  3. Workloads and Resources
  4. Poor Leadership
  5. Lack of role clarity

Key Behaviors in Conflict Situations

Emma elaborated the Thomas Kilmann Conflict Model explaining that during conflicts, individuals exhibit different behaviors based on their priorities. These behaviors include:

Compete: If the relationship is unimportant but the outcome is significant, individuals may resort to forcing their own agenda without considering the impact on others.

Avoid: When neither the relationship nor the outcome holds importance, individuals may choose to avoid the conflict altogether.

Accommodate: If individuals prioritize others’ needs over their own, they may choose to give in or accommodate the other party’s demands.

Collaborate: When both the relationship and individual needs are important, individuals are more likely to engage in collaborative problem-solving, seeking win-win solutions.








Emotional Responses and Body Language

Conflicts trigger emotional responses, such as fight, flight, freeze, or fawn. Taking a pause, reflecting, and writing down emotions can help individuals navigate these responses. Additionally, non-verbal communication, which constitutes 55% of understanding in communication, plays a significant role in conflict resolution.

The SCARF Approach

The SCARF model is a valuable tool for managing conflict by addressing five domains of human social experience. These five domains play a crucial role in managing conflict effectively.

  1. Status: It pertains to where individuals perceive themselves in relation to others. Recognizing and respecting each other’s status can foster a more collaborative environment.
  2. Certainty: People feel more comfortable and engaged when they can predict and have clarity about the future. Providing clear expectations and transparent communication helps alleviate uncertainty.
  3. Autonomy: Empowering individuals with a sense of control over their work and decisions can reduce conflicts arising from feelings of powerlessness.
  4. Relatedness: Building relationships based on trust and mutual respect fosters a sense of safety and reduces the likelihood of conflicts arising from perceived threats.
  5. Fairness: Perceptions of fairness in exchanges and treatment are crucial for maintaining positive relationships. Ensuring fairness and impartiality can prevent conflicts rooted in perceived injustices.

By understanding and addressing these five domains within the workplace, organizations can proactively create an environment that minimizes conflict and promotes collaboration.

In conclusion, transforming tough conversations and navigating conflicts at the workplace is essential for fostering a positive and productive work environment. By recognizing the costs of conflict, understanding the causes, and adopting effective strategies, individuals and organizations can reduce the negative impact of conflicts and promote healthy relationships. Through tools like the SCARF model, we can develop a deeper understanding of social dynamics and create an atmosphere that encourages open communication, collaboration, and positive change.

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