Conflict Management in the Workplace: How to diffuse tense situations

Conflict is a natural occurrence in the workplace, and it's something that we all have to learn how to deal with. It can be especially difficult if you don't know how to handle tense situations and upset customers. In this article, we'll discuss conflict management in the workplace, and how you can use different methods to resolve conflicts. We'll also talk about different personality types and how they respond to conflict. By reading this article, you'll be able to better understand yourself and the people around you, which will help you diffuse any tense situations that may come up.

Questions to Ask Before Choosing a Conflict Management Style

When it comes to conflict management, there are many different styles that you can choose from. It's important to find the right one for you, as well as the situation. Here are some questions that you should ask yourself before choosing a style:

What is the severity of the conflict? Is it something that can be resolved quickly, or does it require more time and effort?

What is my relationship with the other person? If it's someone that you're close with, you may be more likely to use a collaborative approach. However, if it's someone that you don't know well, you may want to use a more assertive style.

What is the other person's personality type? If you know that the other person is more introverted, you may want to use a style that isn't as aggressive. However, if you know that the other person is more extroverted, you may want to use a style that is more confrontational.

What are the stakes of the conflict? If it's something minor, you may be able to use a style that is more relaxed. However, if it's something major, you may need to use a style that is more intense.

Conflict Management Styles

Now that we've gone over some questions to ask yourself before choosing a style, let's discuss the different styles themselves. Here are four common styles of conflict management:

1. Avoidance

The avoidance style is exactly what it sounds like: avoiding the conflict altogether. This isn't always the best option, as the conflict may still be present even if you're not addressing it directly. However, there are some situations where avoidance may be the best option. For example, if the conflict is minor and you know that it will blow over eventually, avoidance may be the best tactic. Additionally, if you're not sure how to handle the conflict or you don't have the energy to deal with it, avoidance may also be a good choice.

2. Accommodation

Accommodation is when you put the other person's needs above your own in order to resolve the conflict. This style is often used when the other person is more important to you than the conflict itself. For example, if you're trying to resolve a conflict with your boss, you may use accommodation in order to keep your job. Additionally, if the other person is upset and you want to diffuse the situation, accommodation may also be a good choice.

3. Competition

The competition style is when you try to win the conflict at all costs. This style is often used when you feel strongly about an issue and you're not willing to compromise. Additionally, if you know that the other person is not going to budge on their position, competition may be the best option. However, this style can often make the conflict worse, so it's important to use it sparingly.

4. Collaboration

Collaboration is when you work with the other person to find a resolution that works for both of you. This style is often used when the stakes are high and you need to find a solution quickly. Additionally, if you have a good relationship with the other person, collaboration may be the best option. However, this style can often take more time than the other styles, so it's important to make sure that you have the time to commit to it.

Conflict Management Personality Types

Now that we've gone over the different styles of conflict management, let's talk about how different personality types respond to conflict. Here are four common personality types and how they respond to conflict:

1. The Analytical Type

The analytical type is often logical and level-headed. They tend to prefer to avoid conflict, as they don't like feeling emotions. However, if they are pushed into a conflict, they will often use a competition style in order to win. Additionally, they may also use an accommodation style if they feel like it's necessary.

2. The Intuitive Type

The intuitive type is often creative and imaginative. They tend to be more open to conflict, as they see it as an opportunity for growth. Additionally, they may also use a collaboration style in order to find a resolution that works for both parties. However, if the stakes are high, they may also use a competition style.

3. The Thinking Type

The thinking type is often logical and objective. They tend to prefer to avoid conflict, as they don't like feeling emotions. However, if they are pushed into a conflict, they will often use a competition style in order to win. Additionally, they may also use an accommodation style if they feel like it's necessary.

4. The Feeling Type

The feeling type is often emotional and compassionate. They tend to be more open to conflict, as they see it as an opportunity for growth. Additionally, they may also use a collaboration style in order to find a resolution that works for both parties. However, if the stakes are high, they may also use a competition style.

Conflict Management Examples

Now that we've gone over the different styles of conflict management and how different personality types respond to conflict, let's look at some specific examples.

1. Employee vs. Manager

In this example, an employee and their manager are in a conflict over a project that the employee is working on. The employee is feeling overwhelmed and wants to quit, but the manager is pressuring them to stay and finish the project.

The employee is likely a feeling type personality, while the manager is likely a thinking type personality. In this situation, the best conflict management style for the employee to use would be collaboration. This would allow them to work with their manager to find a resolution that works for both of them. Additionally, the employee could also use an accommodation style if they feel like it's necessary.

2. Employee vs. Customer

In this example, an employee and their customer are in a conflict over a product that the customer is not happy with. The customer is demanding a refund, but the employee does not want to give them one.

The employee is likely a thinking type personality, while the customer is likely a feeling type personality. In this situation, the best conflict management style for the employee to use would be collaboration. This would allow them to work with their customer to find a resolution that works for both of them. Additionally, the employee could also use a competition style if they feel like it's necessary.

3. Employee vs. Co-worker

In this example, two employees are in a conflict over a task that they are both responsible for. One employee is not pulling their weight, and the other employee is feeling overwhelmed.

The employees are likely thinking type personalities. In this situation, the best conflict management style for them to use would be competition. This would allow them to each put their own needs first and try to win the conflict. Additionally, they could also use an accommodation style if they feel like it's necessary.

4. Employee vs. Boss

In this example, an employee and their boss are in a conflict over a raise that the employee is asking for. The boss does not want to give the employee a raise, but the employee is adamant about getting one.

The employee is likely a feeling type personality, while the boss is likely a thinking type personality. In this situation, the best conflict management style for the employee to use would be collaboration. This would allow them to work with their boss to find a resolution that works for both of them. Additionally, the employee could also use an accommodation style if they feel like it's necessary.

5. Employee vs. Human Resources

In this example, an employee and their human resources department are in a conflict over a policy that the employee does not agree with. The employee is threatening to quit, but the human resources department is not backing down.

The employee is likely a feeling type personality, while the human resources department is likely a thinking type personality. In this situation, the best conflict management style for the employee to use would be collaboration. This would allow them to work with their human resources department to find a resolution that works for both of them. Additionally, the employee could also use an accommodation style if they feel like it's necessary.

Final Thoughts

Conflict is a natural part of any workplace, but that doesn't mean it has to be a negative experience. Learning about conflict management and how to handle conflict can help you diffuse tense situations and find resolutions that work for everyone involved. Additionally, understanding different conflict management styles can help you choose the best approach for your personality type.

Do you have any tips for managing conflict in the workplace? Share them in the comments below!