3 ideas for Leaders to Face team Conflict head-on: Listen hard, Agree a plan & Action it!

Conflict inevitably raises it head in a team and I know many leaders whose instinct is to just duck for cover and hope it passes quickly.

Avoided or mishandled conflict can erode trust, hamper productivity and make the work environment toxic. But managed well it can lead to stronger working relationships, growth for all involved (including you the leader) and innovation for your organisation. It can promote a culture of respect, collaboration and positive, results focused relationships.

As a leader, your role in navigating and resolving conflict is crucial (sorry no hiding). And as early as possible please - as soon as you get a whiff of conflict you need to be addressing it so it doesn’t take hold. Here are three key actions you should consider if conflict is in your midst:

Step 1 - Listen, value and respect everyone.

Spend time understanding the root causes of the conflict, which will often stem from a difference in values, goals or communication styles. Become aware of the undercurrents that are fueling the conflict by asking people how they are feeling. There is so much healing power in just being heard.

Explore the situation and listen to understand the root causes. Ask yourself is this person feeling threatened and if so why might they be? And try not to shy away from emotions. The opportunity to talk about their emotions will help team members recognise their feelings, beliefs and actions and is an important first step.

“emotions are contagious and a leader’s mood is the greatest influencer of the team’s overall emotional tone”.

Daniel Goleman, the emotional intelligence guru

Here’s the thing about emotions; unacknowledged they cloud judgement, escalate tensions and lead to reactions rather than responses. Acknowledged however, they become way way less dangerous and build connection and understanding.

As a leader your job is to stay calm, be direct and respectful and have next level good listening skills. You are bringing the clear point of view that says – I want to understand what is going on here so we can fix it. You are also setting a tone of respectful communication and listening.

So organise a meeting with the people involved, allowing each person to express their perspective without interruption. This step is crucial as it will help each person to hear other perspectives. As a leader, demonstrate empathy by acknowledging the emotions and concerns of each person. Paraphrase their points to make sure you have understood and to show that you have. A big rule here is for everyone to focus on the issue and not the person.

"Daring leaders work to make sure people can be themselves and feel a sense of belonging."

 Brene Brown, author of Daring Greatly

STEP 2 - Seek common ground and agree on a solution/Plan.

This an opportunity to strengthen and grow as a team and it is your role as a leader to make these expectations known. Once all the issues are on the table, guide the conversation toward finding common ground and try to get them to agree a mutual goal they want to move towards. What are their shared goals and interests at work? Brainstorm solutions collaboratively until you find an acceptable one. Now focus on that (e.g., the goal might be to align their works styles to find a balance between efficiency and thoroughness). Sometimes, compromise is necessary. You might need to ask open-ended questions that lead to mutually beneficial outcomes.

"The single biggest problem in communication is the illusion that it has taken place." As a leader, your role is to ensure that communication is clear, emotions are acknowledged, and conflicts are resolved in a way that strengthens the team.

Patrick Lencioni, author of The Five Dysfunctions of a Team

STEP 3 - Make Actions and Follow up.

After agreeing a plan forward, it’s important to establish clear action steps. Outline what each person will do to move forward and prevent the conflict from recurring. Document these agreements to ensure accountability and discuss the benefits of this working out - for them and everyone.

Follow-up is critical. Schedule a check-in after some time to ensure that the resolution is being implemented and that the conflict has not resurfaced. This reinforces your commitment to a positive work environment and allows you to address any lingering issues.

Preventing conflict is just as important as resolving it. As a leader, fostering a culture of open communication and psychological safety can minimize the occurrence of conflicts. Google’s Project Aristotle found that psychological safety—the belief that one will not be punished or humiliated for speaking up with ideas, questions, or concerns—is the most important factor in creating a successful team.

You can build trust and reduce misunderstandings by encouraging regular feedback across the team, creating collaboration opportunities, recognising the contributions of all team members, and being transparent in your decision-making process.

In some cases it may be too complex or sensitive for you to resolve the conflict in your team. If this is the case get an external HR professional to help or have your staff work individually with a good coach who can support them to navigate through this situation.

So, the message here is to ‘embrace conflict’ - not as a threat, but as a catalyst for deeper understanding and team unity. Good luck!