Virtual Conflict
“Spring is a lovely reminder of how beautiful change can truly be.”
Yet, change can be uncomfortable for everyone, especially as we reflect on all the changes that have taken place since the spring of 2020. One unexpected change—how to manage conflict in virtual and hybrid work arrangements.
In our latest book, The Decisive Manager, we pose the following situation:
Resolving conflicts between staff members was challenging enough when we were all working in the same place. With our new working arrangements—people in the office, people at home, others in remote locations—hasn’t eliminated conflict. We meet as often as possible using technology. Any suggestions on how I can resolve issues when they arise with this distributed workforce?
Wouldn’t it have been great if one of the benefits of a distributed workforce was that we had peace and harmony all the time. However, there will always be differences in attitudes and work styles whether we work side by side or only see each other online.
Wherever your team is working, you can take proactive steps to minimize conflict.
Set clear expectations. Be sure staff members know their goals and what they need to deliver and by when. Reiterate this, frequently if necessary, so that you are sure you’re all on the same page.
Make sure your job descriptions are up to date so that people are clear about their role and their responsibilities. Conflict often happens because people aren’t sure where their job ends and their co-worker’s start. Current job descriptions can help avoid confusion.
Sharpen your listening and observing skills. Communicating online is challenging. It’s easy to miss physical cues you’d easily see if you were in person, but with concentration, you can get better at observing body language online. Watch for eye rolls and smirks, and frowns as people are speaking. You may be observing conflicts or the beginnings of conflicts that you may be able to head off.
Emphasize to your employees you need to be alerted when issues do come up between them. No matter if you are all in one place or not, if you aren’t aware of an issue, you have no hope of addressing it. Let your team know you want to hear from them when they are unhappy about something or someone so you can help them resolve the issue.
When you are made aware of a conflict, schedule individual time with each person involved to get their side of the story, letting each know you are speaking to the other person or people. Gather any relevant facts or observations of others, if appropriate. Then meet again, collectively, online to work out a solution.
While working virtually may complicate the process, listening carefully and using your powers of observation will lead to creative problem solving and solutions. If not, you may need to counsel the people involved or take other steps to address their behavior.
We’ve had lots to say about resolving workplace conflict, especially in our book, The Essential Workplace Conflict Handbook, which is filled with examples and suggestions. There is also a companion book titled The Conflict Resolution Phrase Book that contains 2,000 + phrases to use in any difficult conflict situation.
Remember to keep awareness of workplace conflict strong all year long.