This is article 3 of the series on Conflict Resolution
Life is full of conflicts. They’re bound to happen in the workplace, and there’s no stopping it. Their impact largely depends on how we deal with them and whether they result in good or bad consequences.
In the last instalment of this series, we discussed the rise of conflict in the workplace. For this article, we’ll be discussing what happens in the first stage of conflict escalation according to Glasl as well as concrete actions you can take to settle the disagreement at this point.
What Occurs During the First Stage of Conflict Escalation?
The first stage of conflict escalation happens when a disagreement or tension in a relationship doesn’t go away even when people try to work things out. Attempts to address the issues repeatedly fail, and this causes frustration for everyone involved. Because of the entrenched standpoints taken by both sides, there is little room for negotiation or compromise.
In the minds of those involved in a conflict, these positions are seen as mutually exclusive. Groups begin to emerge around those positions — those in favour and those opposed to a particular viewpoint. Eventually, these disparate factions will be merged into clearly defined parties. The lines that separate those inside a group from those on the outside are becoming increasingly obvious.
One side of the conflict builds a consensus about the current situation, which in turn influences the way they perceive all important information. They are quick on picking up disparaging observations regarding the opposing party, which are given plenty of emphasis. On the other hand, positive information does not receive the same weight. It’s as though they’re starting to value differences more than similarities.
People who find it difficult to resolve their conflicts develop habitual ways of behaving when under stress. After a long period without any headway, the parties become more and more aware of their interdependencies. All parties concerned are willing to make an effort to overcome their differences, regardless of how difficult the opposing party’s position may seem.
As the attempts fail, the parties begin to distrust the counterpart’s sincerity in trying to resolve the issues. Meeting the opposing side is viewed as a pointless exercise. They may start to wonder if there are other motives at play here.
At this stage, the people involved still see each other as responsible human beings, as communications between them are built on mutuality and an effort to be fair.
Signs of Tension in the Workplace
Watch out for these warning signs of impending tension:
Unhappy Facial Expressions
Take a stroll through the office premises and pay attention to the expressions on the faces of the workers. Be on the lookout for individuals who appear unhappy or overworked. Set an appointment with them or the HR team to talk about any issues they may be experiencing. They may have concerns about their workload, duties, or even personal problems that weigh them down. Employees who aren’t satisfied with their jobs are more likely to incite tension. Preventing this from becoming a larger problem will be more beneficial to your company’s overall well-being than you may realise.
Rampant Gossiping
Conflicts between co-workers are frequently caused by the prevalence of cliques within the office. Remember to keep an eye out for people whispering in the halls as you go about the office. They might even work together to sabotage others and push their own agendas within the business.
Avoiding Communication
Be on the lookout during group meetings for members of the team who avoid conversing with one another. When they are in the same area, they may not say hello to one other, or they avert their gaze. This is a definite indication of tension — whether impending or already in progress.
Direct Complaints
When an employee has a problem at work, they can submit a complaint through the HR team to convey their concerns. It’s the team leader’s job to manage such matters if the business doesn’t have a designated person. Remember to have a team member verify the facts as well as to hear the other side of the story when gathering information. Employees should be encouraged to approach the HR department or team leader before turning to more antagonistic methods. You should be mindful that employees instinctively avoid disclosing problems for fear of escalating things even more. Consider the possibility that team members may try to conceal information from you.
De-escalation Techniques
Tensions build, but the participants manage to keep their attention on the issue and avoid making the situation personal. It’s common for the parties involved to be able to work things out on their own and use healthy communication to achieve a long-term solution.
To a certain extent, managers can help moderate conflicts by offering guidance and advice and acting as a sounding board when necessary. So, how can tension in the workplace be dealt with?
Keep Lines of Communication Open
Tension in the workplace is exacerbated by the absence of open lines of communication. Changes in the workplace are fraught with anxiety for everyone concerned, from the workers themselves to the people in positions of authority. Team members can work together more effectively if they have open communication channels, both in person and in writing.
Address Tensions Directly
Whenever there is a disagreement, it is imperative that you bring it up with all parties involved. You should make it clear to your staff that this is a problem that must be addressed. Then, you can discuss that negative thoughts and feelings can be tackled in an acceptable fashion that can truly be helpful and productive.
Develop and Implement a Set of Rules
In organisations where policies and procedures are hazy and imprecise, tensions among employees might rise. According to experts, documented rules and formalised regulations can help reduce workplace tension and anxiety by providing defined expectations for all workers. Employees’ ability to tolerate stress and frustration improves when established rules are consistently and equitably implemented.
The Bottomline
Tension can emerge in the workplace due to a variety of factors. There are several signs you can look out for at this stage and ways to de-escalate the conflict before things spiral out of control. However, there are cases where disputes aren’t resolved at this point.
Read on to the next part of this series which will discuss the second stage of conflict escalation: debate.
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