Resolving Conflict in the Workplace

Anywhere humans gather, there is the possibility of conflict. It’s a natural side effect of bringing people together who have different perspectives, goals, and communication styles.

Managing workplace conflict is an essential skill for managers and business leaders to master, as unchecked workplace issues can harm team morale, disrupt productivity, and damage company culture. But only 40% of leaders have ever received conflict resolution training, and 50% identify it as a critical skill to develop over the next five years.

In this article, we examine common types of workplace conflict and share strategies for resolving disputes and creating a healthier work environment.

Conflict and Conflict Resolution in the Workplace

Workplace conflict is defined as “the disagreement or difference of opinions between or among individuals that can be potentially harmful to any organization. In the workplace, it often involves personal agendas, insights, or goals rather than those of the group or team.”

Carrie Stringham, DM, faculty member in the Purdue Global School of Business and Information Technology, reminds us that these disputes aren't always rooted in fact.

“Workplace conflicts are disagreements or misunderstandings that are real or perceived,” Stringham says. “Our perception may not be reality, but our perception is our personal reality. If conflict is perceived, it exists at minimum for one employee.”

Conflict resolution as a specialized field gained momentum in the 1950s, and over the decades, the discipline has expanded and evolved. With strong conflict resolution skills, leaders can balance competing interests, find effective solutions, and ultimately increase collaboration and cohesiveness among team members.

4 Types of Conflict in the Workplace

Recognizing the type of conflict is a key step to finding the right resolution strategy. Stringham says the four main types of workplace conflict are:

1. Interpersonal Conflict

These are disputes between people and can be caused by various factors, including differences in communication and work styles, generational differences, personality clashes, or a perceived sense of favoritism. Interpersonal conflicts can arise due to workplace pressures, competition, and organizational changes such as downsizing or restructuring.

2. Intrapersonal Conflict

This type of conflict occurs within an individual. The person could be struggling with a difficult decision or dealing with mixed feelings about a specific issue. For example:

• Should you do what you think is “right,” even if you risk getting fired?
• What if you hold personal beliefs that clash with the company’s beliefs?
• Are you better off with a lower-paying job with less stress?
• Should you reduce your hours to care for an ailing parent?

3. Intragroup Conflict

These conflicts occur within a group or team and can arise when team members have differing opinions, fail to follow rules and standards, or feel imbalances in workload or recognition. Group members may disagree on how to solve a problem or complete a task, and this type of conflict can hinder the team’s progress and ability to meet deadlines.

4. Intergroup Conflict

This is tension between teams or departments within one organization. Intergroup conflict can stem from competition for resources and/or recognition, differing departmental objectives, unclear jurisdiction over processes, or an “us-versus-them” mentality.

Why Is Conflict Resolution Important in the Workplace?

While workplace disagreements are often viewed as a liability, Stringham suggests that how conflict is handled determines whether it decreases productivity or drives innovation.

“Unresolved conflict can create a toxic environment that damages productivity and employee morale,” Stringham says. “It can lead to reduced productivity, increased stress, and damaged interpersonal relationships.”

However, effective conflict resolution can transform friction into an opportunity for growth, offering positive effects beyond simply resolving the dispute or disagreement.

“It’s normal for coworkers to disagree — expected, even,” Stringham says. “When handled with respect and openness, it can become a catalyst for progress — inviting honest dialogue, increased empathy, and ultimately, better decision-making.”

5 Steps for Conflict Resolution in the Workplace

Successful conflict resolution requires leaders to understand the root cause of a conflict, manage the emotional dynamics and needs of those involved, and facilitate a solution that satisfies everyone. While there is no simple one-size-fits-all approach, the American Management Association recommends the following five steps:

Step 1: Identify the Source of the Conflict

Clearly define the root of the disagreement to understand the underlying issue. Make sure to give everyone a chance to share their perspective.

Step 2: Look Beyond the Incident

Try to uncover any underlying beliefs, assumptions, or emotional triggers. Often, it's not the situation but the interpretation that creates anger, which can lead to conflict.

Prepare for difficult conversations by creating a calm environment and revisiting the root cause of the conflict. Encourage every participant to voice their perspective and listen actively, ensuring everyone feels heard and understood.

Step 3: Request Solutions

Encourage all parties to suggest ways the conflict can be resolved. Steer the discussion away from blame and toward resolution while acknowledging and validating each party's feelings and perceptions to foster mutual respect and clarity.

Step 4: Find Common Ground

Develop solutions that align with shared goals and interests, aiming for mutually beneficial outcomes. Highlight the merits of all the ideas, and consider how they benefit everyone involved.

Step 5: Implement and Monitor the Resolution

Define clear next steps, set expectations, and follow up regularly.

How to Improve Workplace Conflict Resolution Skills

Stringham emphasizes the importance of honing conflict resolution strategies long before there's an urgent need for such skills. To get started, she suggests doing your own research about conflict resolution and asking mentors or leaders about their conflict resolution strategies. Stay focused on learning and growing skills such as:

• Strong communication: Clear, respectful communication helps minimize misunderstandings.
• Emotional intelligence: Recognizing and managing emotions in oneself and others leads to empathy and productive dialogue.
• Active listening: Focused listening shows respect and helps uncover the real issues.
• Professional development: Conflict resolution workshops and training can enhance practical skills.
• Collaborative mindset: Viewing conflict as an opportunity for growth helps shift the narrative from confrontation to cooperation.

By focusing on these strategies, professionals can more effectively manage the inevitable conflicts that arise in the workplace.

Improve Conflict Resolution Skills With Purdue Global

Ready to build leadership skills that help effectively manage and resolve workplace conflict? Purdue Global offers an online bachelor's degree in organizational management that can help improve management skills or transition into a leadership position.

Request more information today, and take the next step toward becoming a leader who turns conflict into opportunity.

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