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One of the best feelings in the world is when work is going well. Team members are clicking, communication, and collaborating. Projects are getting done on time or even before the deadline, and productivity levels are soaring.
Unfortunately, this isn’t always the case. Oftentimes, tensions are high, deadlines are missed, and miscommunications can occur. Ultimately, tough, uncomfortable, and sometimes outright unpleasant conversations must be had.
Learning how to navigate the rocky landscape of a tough conversation isn’t just useful in the workplace, after all. It’s also a valuable soft skill to develop that will help in all aspects of your life.
We’ve all been on both ends of a difficult or unpleasant conversation, too. This makes it all the more important to learn how to navigate these types of conversations in life and in the workplace. Below, discover a few ways to stay calm and maintain composure no matter what the topic of conversation may be so that you can move forward productively.
- Identify the Issue at Hand
The first step in conflict resolution is to identify the root of the issue at hand. By identifying the issue before beginning the conversation, you’ll be able to keep the conversation focused on finding a solution. Without a clearly identified conflict, the conversation can easily move off-topic to more personal complaints.
Omid Semino, CEO and Founder of Diamond Mansion explains, “It’s useful to have an identified issue when it comes to approaching conflict resolution. If there are no words to assign to the problem, it becomes difficult to address in any productive way.”
In addition to providing a jumping-off point for the conversation, having a clearly identified issue or conflict can also inspire more natural and more amicable solutions. There may even be examples of similar situations to draw from online, which could expedite the resolution process.
- Start Off With a Conversation
Once you identify the main conflict at hand, you can take active steps towards problem-solving. By far, the simplest and best place to start is an actual face-to-face conversation. Of course, with so many employees working remotely right, a face-to-face conversation isn’t always realistic. Sometimes, a Zoom meeting will have to suffice. In either setting, a conversation sets the stage for mutual understanding. At the end of the day, most issues in the workplace are the result of a small misunderstanding that just needs a little clearing up.
“It’s important to remember that everyone on the team is another human being and no one is perfect,” said Cody Candee, Founder and CEO of Bounce Luggage Storage. “Face-to-face conversations can be so enlightening and prevent the miscommunications that so often happen over text, when you can’t read someone’s body language or tone of voice.”
Conversation can be a productive tool in conflict resolution, and often identifies the main point of contention along with possible solutions to address that point of contention moving forward. The synergy between colleagues and coworkers is essential to creating a productive and well-run organization.
- Remember You’re on the Same Team
When you enter a workplace conflict, it can be easy to forget that both parties are working towards the same goal. You succeed when your company succeeds. Instead of going into a disagreement at odds, remember that you’re teammates, not enemies.
“Allowing people to work through the issues that arise on a peer-to-peer level is a display of trust,” says Ryan Rottman, Co-Founder and CEO of OSDB. “You need to trust that your coworker wants to resolve this conflict just as much as you do, or you’ll never truly be able to collaborate.”
There are no losers in a workplace disagreement. Once the conflict is resolved, everyone wins — even if you don’t get exactly what you wanted.
- Look for Existing Protocols
Odds are, this isn’t the first time there’s been a conflict at your workplace — and it probably won’t be the last. Look into existing protocols and best practices that have been established in your workplace, and use them as a framework for communication.
“The employee handbook is your friend,” Christy Pyrz, Chief Marketing Officer of Paradigm Peptides explains. “Instead of letting history repeat itself, use the lessons and strategies from people who came before you to inform the way you move forward today.”
Especially in situations where it’s hard to know who’s “right,” such as subjective arguments or opinion-based clashes, using company precedent can help create a logical framework for discussions.
- Know When To Ask for Help
A simple conversation between two coworkers isn’t always the solution to your problem. Some circumstances need to be escalated and brought to management’s attention. This is often when a representative from the HR department can get involved in a workplace conflict as well.
“HR isn’t the enemy,” explains Jin Young Woo, CEO of Like Dreams. “If a workplace conflict has reached the point where a friendly conversation just won’t cut it, don’t be afraid to call in reinforcements.”
If it looks like an issue between two coworkers may spread into a larger problem in your department or the company at large, don’t wait to get conflict resolution professionals involved. Sometimes, a third party’s opinion is the fix you need.
- Get a Mediator Involved
If getting HR’s help isn’t enough, you might want to consider hiring a mediator. A mediator is an unbiased person who facilitates the conversation between the troubled parties. Their job is to keep emotions calm, while also getting to the root of the issue and helping everyone uncover an amicable and mutual solution.
“Using a mediator is great because it levels out the playing field, and it can take some of the pressure off the parties involved in the conflict,” says Bryan Jones, CEO of Truckbase. “Sometimes, people are too close to a situation to see how emotional they’re being. A mediator can relieve some of that tension.”
Getting a mediator involved is a sign of escalation when it comes to workplace conflicts — but that’s not necessarily a bad thing. While it doesn’t sound like that big of a step, most companies will take even this level of conflict between coworkers seriously.
- Gauge the Severity Level of the Conversation
It’s far from a perfect world, and seemingly innocent conflicts can become violent or serious in the blink of an eye. Even in the corporate world, criminal behavior can get tucked under the rug.
Morgan Rogers, Director of Marketing at Luna Grill puts it this way: “There are certain situations in the workplace that call for much more serious action, and it’s a shame how few companies are brave enough to openly take that action when necessary.”
Putting policies in place to protect employees is the responsibility of the company, and this includes policies that protect from sexual harassment, violence, and other forms of aggression.
- Know When a Conversation Isn’t Enough
In certain cases, a conversation is not a realistic solution to the conflict or issue at hand. It’s up to managers, organizational leaders, and HR professionals to handle these situations seriously and make sure that employees feel safe. Plus, one bad seed really can affect the whole bunch.
“It’s important to keep your thumb on the pulse of the organization, especially when it comes to the culture forming between team members,” Trina Johnson, CEO of Blue Forest Farms says. “A toxic culture will kill productivity.”
Is it one conflict, or is it a sign of cliques, cattiness, and a toxic workplace culture? It may be your duty as a leader in your company to decipher the difference and mend fences where necessary.
- Communication Is Key
At the end of the day, communication is key. Communication is one of the most powerful tools at our disposal, and it can be so illuminating. Especially in times of conflict. Communication is integral in identifying the issue, talking about it, and even coming to a solution.
Robbie Singh, CEO of Predecessor Game explains, “After doing this for so long it starts to become kind of obvious that communication is the most important skill a candidate can have in any role because other technical skills can be taught.”
Being able to communicate well will help you in your professional life, your personal life, and in just about any situation you can imagine finding yourself in. The ability to communicate effectively, honestly, and clearly will elevate your entire existence.
- Use These Skills Across Your Company
While these tips can help you resolve a conflict, they can also do much more than that. Solid communication, understanding when to involve third parties, and identifying worrying trends in your workplace are applicable skills that can help you throughout your career.
“Communication happens at so many levels, it’s kind of like its own art form,” says Max Ade, CEO of Pickleheads. “Becoming a strong communicator will help you achieve your dreams no matter how big or small they may be.”
Whether you’re already a C-suite executive or just starting out your career, nurturing your communication skills is never a bad idea.
A Few Final Thoughts
Workplace conversations aren’t always easy, fun, and breezy. Neither are all of our personal conversations. This is why it’s important to practice communication. By becoming a strong communicator, you’ll be better able to navigate difficult, uncomfortable, and unpleasant conversations in a personal or professional setting.
