Conflict or disagreement: differentiating between them

First, it is important to distinguish between disagreement and conflict. Disagreement can be an opportunity for organizations because it highlights the ability to propose multiple solutions. Conflict is a disagreement with visible tensions that persist over time and intensify. The risk arises when disagreement turns into conflict.

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Conflicts can be of different types:

• Organizational conflict: this relates, for example, to tasks, deadlines, and costs.
• Relational conflict: this is caused by emotions, personalities, or fundamental needs. Relational conflict can arise as a result of unresolved organizational conflict.

The 3 stages of conflict in the workplace

After identifying the conflict, it is necessary to know its stage of development. Indeed, time is an important variable in its resolution.

Stage 1: tension

There is a problem here, and the people involved are unable to reach an agreement to resolve it. Tensions are present, but at this stage, the issue can be resolved in a way that satisfies all parties. How should this be done? It is important to analyze the problem, encourage appropriate communication, and then develop solutions, without allowing the situation to drag on.

Stage 2: The crisis

At this stage, tensions have intensified. The parties remain entrenched in their positions and the gap between them is widening. As a result, communication is becoming difficult. In this situation, the solution put in place may not satisfy all parties.

Stage 3: Stagnation

A stalemate occurs when the crisis cannot be resolved and the conflict has been going on for a long time. It is no longer just a matter of finding a solution to the cause of the disagreement. At this stage, relations have clearly deteriorated. Attacks, rumors, and cliques may begin to form.

Conflicts in the workplace: economic and human impact

According to the Observatory of the Cost of Conflicts at Work (2021), two-thirds of employees experience conflicts at work and lose an average of three hours per week due to these tensions. These situations have a salary cost: according to the study, conflicts cost €152 billion per year in France.

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At work, the consequences are noticeable:

• Deterioration of the work environment
• Deterioration of social relations
• Absenteeism
• Increase in sick leave
• Disengagement
• Decline in performance
• Damaged brand image

What role for the manager?

Identify the type of conflict and its progress

Conflict in the workplace represents a psychosocial risk. Employers therefore have an obligation to implement preventive measures. As a manager, listening to your teams will enable you to identify the signs of potential tension. Spotting the early signs helps to prevent the situation from escalating. Once the signs have been identified, it is important to take action and be responsive. The first thing to do is to understand what type of conflict it is: an organizational or relational conflict. Then, by observing the signs, you will also be able to determine how far the conflict has progressed.

Implement actions

Firstly, communication is an important tool for defusing conflict situations. It is important for managers to ask the parties involved about their expectations and needs regarding the situation. Mediation can then be set up. It must take place in a neutral environment so that everyone feels free to express themselves. Mediation aims to restore communication, highlight people's expectations, and consider possible solutions that are acceptable to everyone. It is essential for managers to listen in order to build trust. If people feel that they are being listened to, they will be more likely to talk about their feelings and work together to find solutions.

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If it is an organizational conflict, the manager can implement changes to the way work is organized (improve processes, review workloads, adapt tasks, etc.).

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What if you trained your teams?

At Pros-Consulte, we train your employees to prevent and deal with conflicts.

One of our training courses is open to everyone. It teaches participants to recognize their emotions so that they can adapt their attitudes when faced with a risky situation.

We also support managers, HR professionals, and members of the Works Council through our "Conflict Resolution" training program. This training program has three main objectives:

• Understanding conflict
• Knowing how to anticipate it
• Acquire techniques for resolving interpersonal and group conflicts

Discover these courses: course catalog