The leading research and advisory company emphasizes conflict resolution as critical to leadership and business success in its 2024 list of future of work trends.
Gartner advises leaders and managers to prioritize conflict resolution to navigate workplace challenges for better business outcomes in 2024. The previous year was characterized by several significant shifts – changing political climate, inflation, increased tension over return-to-office (RTO) mandates, etc. – that caused disruptions in the workplace.
These challenges are expected to persist in 2024, and one of the ways business leaders can be ahead of these challenges and set up their enterprises for success is to resolve conflicts effectively. It’s common to see some leaders try to avoid conflicts in the workplace because they are unsure how to fix them. Usually, this stems from a lack of confidence in their conflict resolution skills or fear of exacerbating the situation.
Conflict resolution is most effective when combined with strategies like reward and recognition—bonuses, custom awards, handwritten thank you notes—career development, work-life balance, and employee engagement activities. It’s time for leaders to address conflict head-on, as divergent views on politics, DEI (Diversity, Equity, and Inclusion) initiatives, and climate change can cause workplace tensions, affecting team cohesion, morale, productivity, and inclusivity.
Key Strategies for Effective Conflict Resolution
Conflicts can lead to positive outcomes if managed well. They are not inherently negative, as many people may think, and proper conflict management can strengthen relationships, enhance understanding, and foster personal growth and innovation.
Gartner suggests several strategies for leaders to enhance their conflict resolution skills, including:
- Active Listening
Active listening is a key conflict resolution skill used to understand the underlying cause of the conflict. It goes beyond just hearing what someone is saying. The aim of active listening is to understand the facts and perspectives of the listener through a combination of verbal and non-verbal cues.
Non-verbal cues like maintaining eye contact, nodding, and leaning forward indicate attentiveness. Asking questions helps gather more information and verify accuracy. Paraphrasing or restating the speaker’s message confirms understanding.
Leaders and managers must consciously try to improve their active listening skills. Practice and feedback are key to becoming an active listener. Leaders should be patient, open-minded, respectful, and empathetic, as these attributes are essential to understanding the root cause of a conflict and developing an effective resolution.
- Open Communication
Leaders must be adept in open communication to resolve conflicts effectively. The basis of open communication is to allow both parties to share their views without fear of judgment or retribution. Open communication allows leaders to establish the truth and effectively navigate the reconciliation process.
Timing and environment facilitate the quality of communication, and managers must choose this wisely. Ideally, managers shouldn’t address conflict when emotions are running high. Instead, they should allow time for emotions to settle for productive communication. Conflict resolution is always more effective when everyone comes in with cooler heads.
Private settings facilitate conflict resolution as both parties will communicate more openly if there’s a sense of confidentiality. Also, private settings mean fewer outside interruptions and the mediator can better take control of the situation and guide toward a productive resolution.
Upper management must prioritize training managers on effective conflict resolution to foster a healthy work environment. They can achieve this through workshops, seminars, mentorship programs, and role-playing exercises.
- Problem-Solving
Problem-solving is a key element of conflict resolution that involves identifying, analyzing, and resolving issues effectively and efficiently. Often, parties in a conflict may be unaware of the root cause. The mediator’s role is to uncover the underlying cause and find mutually beneficial solutions.
Vital problem-solving elements include analytical thinking, critical thinking, decision-making, collaboration, and persistence. Analytical thinking breaks down complex issues into manageable parts, while critical thinking evaluates information and arguments logically. Decision-making involves choosing the best solution from available options. Collaboration means working with others to solve problems, and persistence involves seeking solutions despite obstacles.
Developing problem-solving skills aids conflict resolution and can be achieved by learning from past experiences, seeking feedback from others, and practicing critical thinking. A proactive approach to learning can significantly enhance problem-solving skills.
The Path Forward
As we continue to navigate 2024, the ability to resolve conflicts will be one of the defining characteristics of successful leaders. Organizations that have already invested in training their managers are well-equipped to face the challenges of the modern business world. Those who have yet to do so must adapt to the trends and prioritize conflict resolution training to foster growth and innovation.
Gartner’s emphasis on conflict resolution highlights a critical shift in leadership paradigms. Leaders who master the art of conflict resolution will stand out and drive their organizations toward greater success and resilience.
