One of the greatest strengths of a harmonious small team is how close-knit people can become. Everyone knows each other, everyone pitches in, everyone supports each other.
But when conflict shows up, that same closeness means there’s nowhere to hide. Avoiding each other isn’t really an option and the tension lingers and damages the whole work environment until someone decides to deal with it.
Small business owners wear a lot of hats and at first it makes sense to try to handle conflicts as quickly as possible so you can get on with the multitude of other things you have to do.
When conflict arises in a small team, many leaders do one of three things:
- Avoid it and hope the whole thing blows over (or one of the people involved leaves)
- Take a hardline approach and tell everyone to get over it and get back to work
- Take each person aside separately and try to manage the situation through private conversations
Those approaches will usually just cause the issue to fester and often cause bigger problems in the long term. Time invested in dealing with the conflict properly now will deliver a much better result.
Here’s a process that team leaders or small business owners can use to facilitate a structured conversation:
Bring the right people together
While the parties to the conflict will no doubt have their own versions of the story, it’s important that everyone hears the same information at the same time rather than have separate conversations.
Set ground rules
- Respectful language
- Focus on behaviour not personalities
- Focus on fixing the problem – there are no winners or losers
Listen first
Let each person share their perspective. Use active listening and feedback to clarify understanding so they feel heard.
Explore impacts
Let parties tell each other (not you) how their actions have impacted each other. Also explore how they think the rest of team and the business has been impacted.
Explore Solutions
While the parties may not become best friends, explore potential solutions that will allow them to work together productively and professionally. Be sure to examine how realistic the solutions are once the parties are back in the workplace i.e. they don’t just sound good in the moment.
Follow up
Book a time in advance to check-in and see how well things are working (or not).
Why it works
A structured approach like this is effective because it:
- Reduces assumptions and rumours
- Often brings to light new information that changes the way the parties see other’s perspectives
- Shifts the focus from finding blame to problem solving
Possibly most importantly, it allows people to feel heard. When that happens, defensiveness drops and cooperation rises.
Handled well, conflict can be a turning point instead of a destructive force. Instead of a festering problem it can result in clearer expectations, better communication and a stronger, more resilient team.
What if you can’t handle this yourself?
As a team leader or small business owner, it’s understandable and reasonable to feel uncertain about trying to handle a conflict yourself.
Some conflicts are complex and highly emotional.
You might find it hard to be impartial.
Of course, you may be one of the parties directly involved.
Regional Business HQ has qualified mediator on staff who can support you with group conflict skills training for your team, or confidential mediation to help individuals work through specific issues. Sometimes a calm, neutral facilitator makes all the difference.
Find out more about our workplace conflict resolution services here: https://www.businesshq.org.au/conflict-resolution-services/
