Conflict is an inevitable part of any workplace. Whether it stems from differing opinions, miscommunication, or interpersonal tensions, it’s a challenge that all organisations face. In fact, according to Safe Work Australia, workplace conflict is a significant contributor to stress and mental health issues. When left unresolved, it doesn’t just impact individuals—it becomes a major driver of employee turnover, with several studies suggesting up to 50% of people leave their jobs because of unresolved conflicts. This hits both the team’s morale and the organisation’s bottom line.
So, how do we address conflict in the workplace effectively?
The key lies in early intervention and thoughtful communication.
The importance of early intervention
Time and again, I’ve seen how letting conflicts simmer only makes matters worse. A small disagreement over workload distribution or a misinterpreted comment can quickly escalate, creating ripples of tension that impact the broader team. When conflicts are ignored or brushed under the carpet, they fester, leading to misunderstandings, mistrust, and a sense of division.
Consider a scenario where two colleagues have differing working styles—one prefers a structured approach while the other thrives on flexibility. Without addressing these differences early, resentment may build up. What begins as minor frustration over missed deadlines or perceived micromanagement can spiral into outright hostility, affecting team dynamics, productivity, and morale.
Communication is everything
When it comes to resolving conflict, common sense, thoughtful dialogue, and face-to-face communication are often the best tools. While digital communication is fantastic for many things, they aren’t always suitable for handling interpersonal challenges. In fact, relying solely on emails or chats can escalate tensions due to misinterpretation.
Communication tips
Take the conversation offline and address the issue in person or via video call if working remotely. Real-time, face-to-face communication allows for a more dynamic and effective dialogue, reducing the likelihood of misunderstandings.
Written communication, while useful in some contexts, can slow down the resolution process and is often prone to misinterpretation without the benefit of tone or body language.
After the conversation, if a record is needed, follow up with a written summary of what was discussed and agreed upon.
Mediation can be a powerful tool for resolving workplace conflict if done right. A skilled mediator creates a safe and neutral space for dialogue, helping parties work toward a resolution. However, if the mediator isn’t properly chosen or if there’s a real or perceived power imbalance between the parties, mediation can do more harm than good.
It’s also worth noting that people often expect mediation to result in a clear, final outcome. This isn’t always realistic. Sometimes, a series of ‘facilitated’ discussions, both together and separately, may be needed. The ultimate responsibility for resolving the conflict rests with the individuals involved.
Tips for de-escalating tensions
Not all conflicts require formal interventions. In many cases, simple actions can help de-escalate a situation:
- Apologise sincerely when needed and acknowledge your role in the conflict.
- Express a willingness to collaborate and move forward.
- Even small gestures, like inviting someone for coffee, can help rebuild trust.
Rethinking the terminology of conflict
Words matter, especially in conflict resolution.
Terms like bullying, harassment, or discrimination are often overused or misapplied, which can create unnecessary barriers to finding resolution. Implying someone is a ‘perpetrator’ or ‘victim’ can introduce stigma and defensiveness into the conversation, making it harder for all parties to move forward productively.
Unless the situation genuinely warrants ‘calling it out’ due to serious misconduct, reframing the issue in neutral terms can be more constructive when addressing interpersonal conflict, tension, or misunderstandings.
Tips for reframing terminology
- Instead of “bullying,” describe the conflict as “communication challenges”
- Rather than “harassment,” identify specific behaviours, such as “frequent interruptions” or “dismissive remarks”
- Instead of “discrimination,” consider terms like “bias concerns” or “equity challenges.”
This behaviour-focused terminology reduces blame and encourages open dialogue, creating a space where understanding and solutions can emerge.
Providing support for employees
Finally, it’s crucial to offer employees avenues for support. Not everyone feels comfortable raising concerns internally or with HR. Services like and independent workplace ombuds like Ombpoint provide confidential, impartial guidance, ensuring employees feel heard and supported.
Final thoughts
Conflict, while challenging, doesn’t have to disrupt your workplace. By addressing issues early, fostering open and constructive communication, and leveraging the right tools and language, you can prevent conflicts from escalating and reduce the risk of unwanted turnover in your organisation.
When you need additional guidance, support systems like Ombpoint provide expert assistance.
Ombpoint is Australia’s first independent workplace ombuds providing expert conflict resolution services to organisations across the APAC region.
Holly Wilson | Ombpoint Adviser
