Conflict
Conflict can happen at any level of an organization. How you respond matters. Strong communication during conflict means encouraging respectful dialogue, focusing on shared goals, and working toward solutions that support the bigger picture. When approached the right way, conflict can lead to stronger outcomes and lasting improvement.
Self-Assessment: Confict
Please take a few moments to answer the following self-reflection questions. Where can you identify opportunities for personal growth in your leadership?
What is my natural conflict resolution style? Do I tend to avoid conflicts, confront them directly, or seek compromise and collaboration?
How did I handle the most recent conflicts or disagreements within my team?
How well do I listen to the concerns and perspectives of others during conflicts? Do I actively seek to understand their viewpoints?
How do I manage my own emotions during conflicts?
Do I focus on finding solutions and common ground during conflicts, or do I get caught up in blame and resentment?
Do I try to understand the emotions and motivations of those involved in conflicts?
Have I taken proactive steps to create healthy conflict within my team or organization?
How do I promote a culture of appreciating healthy conflict and open communication?
Reflect on these questions carefully and answer them honestly. Use your insights as a guide to evaluate your conflict skills and identify areas for improvement.
“Words are singularly the most powerful force available to humanity. We can choose to use this force constructively with words of encouragement, or destructively using words of despair. Words have energy and power with the ability to help, to heal, to hinder, to hurt, to harm, to humiliate and to humble.”
Avoiding conflict does not prevent problems. It often makes them worse. Leaders at every level need to be able to recognize, address, and manage conflict in a way that supports both people and progress. When ignored, tension can disrupt workflow and weaken trust. But when handled with care, conflict can lead to stronger teams, clearer communication, and better outcomes.
This is where healthy conflict comes in. Healthy conflict is not about winning an argument. It is about making space for honest conversations, listening with intention, and working through disagreements in a way that builds understanding. It helps teams stay connected even when opinions differ.
By encouraging thoughtful dialogue and creating room for different perspectives, you build an environment where ideas can be challenged, refined, and improved without fear of backlash. This kind of openness supports innovation, strengthens decisions, and helps create a culture where people feel safe to contribute.
Not every conflict is handled well. Without the right approach, even a disagreement with potential can quickly lead to division and lasting damage. The following example shows what can happen when conflict is left unchecked and respectful communication breaks down.
At the technology startup Jetson Corp, an unhealthy conflict erupted between George, the CEO, and Astro, the head of product development, when they clashed over the direction of a new software project. George, driven by market trends and investor expectations, pushed for rapid deployment of the software with cutting edge features to outpace competitors. In contrast, Astro advocated for a more cautious approach, emphasizing thorough testing and user experience to ensure reliability and user satisfaction.
The disagreement escalated publicly during a team meeting, where both parties resorted to personal attacks and dismissive comments, undermining each other's expertise and intentions. This confrontation created a tense atmosphere, leading to division within the team. Members felt compelled to take sides, resulting in silos and a breakdown in communication. The open hostility stifled innovation as team members became reluctant to share ideas or feedback for fear of becoming embroiled in the conflict. Morale plummeted, leading to decreased productivity and an increase in turnover as talented employees sought more collaborative environments.
The conflict was exacerbated by the lack of a conflict resolution mechanism within the organization, leaving team members feeling unsupported and unsure how to navigate the tension. The ongoing strife diverted focus from the project's objectives, causing delays and budget overruns. The software was eventually released with numerous issues, leading to customer dissatisfaction and damage to the company's reputation.
Ask yourself:
What would healthy conflict have looked like between George and Astro in this situation?
Name two ways unhealthy conflict could have negatively impacted Jetson Corp in the long run?
“Peace is not absence of conflict, it is the ability to handle conflict by peaceful means.”
In order to support conflict resolution and encourage healthy disagreement, leaders need to create an environment where open communication, mutual respect, and understanding are part of the daily culture. The following best practices can help you guide your team through conflict in a way that strengthens relationships and builds trust:
Promote open communication: Encourage team members to share their thoughts, concerns, and feedback openly and respectfully. A workplace where communication is valued helps prevent misunderstandings and keeps conflicts from escalating.
Emphasize healthy conflict: Conflict can lead to innovation, growth, and stronger relationships. Create space for discussion and welcome different perspectives. Trust is built when people know their voices will be heard.
Address conflicts early: Do not let conflicts linger. Address issues promptly to avoid escalation. Early action shows that you are committed to keeping the team focused and connected.
Lead by example: Demonstrate calm, respectful communication in your own interactions. Model how to listen carefully, respond thoughtfully, and treat conflict as a shared challenge rather than a personal confrontation.
Set clear expectations: Make sure everyone understands what is expected in terms of communication and behavior. When expectations are clear, there is less room for confusion or conflict.
Encourage empathy: Help your team practice seeing issues from different points of view. Understanding one another leads to better conversations and more effective problem solving.
Facilitate resolution when needed: When conflict arises, offer to bring people together in a safe, structured way. Sometimes a neutral presence can help clarify concerns and move the conversation forward.
Recognize positive behavior: Call attention to the times when people handle conflict well. Acknowledge the effort it takes to listen, speak with respect, and work through disagreement. Positive reinforcement builds a stronger team culture.
When these practices become part of how your team works together, conflict can shift from something to avoid to something that leads to clarity, connection, and growth.
Conflict is not always easy, but it is often necessary. When leaders respond with clarity, empathy, and intention, conflict can strengthen teams rather than divide them. By creating space for healthy disagreement and modeling respectful communication, you help build a culture where people feel safe to speak up, listen to one another, and grow together.
Reflection Questions:
How do you typically respond to conflict, and what one change could you make to encourage healthier conversations on your team?
What steps can you take to model constructive conflict resolution in your daily interactions?
In what ways can encouraging open disagreement lead to better collaboration and stronger outcomes?
To drive your understanding of Conflict to the next level, explore these valuable resources. They'll help you expand your leadership skills and boost your ability to communicate effectively.
Dare to Disagree
Margaret Herrenan (TED Talk)
The Truth About Being the "Stupidest" in the Room (video)
The Upside of Conflict Podcast
Podcast (35 Minutes)
Conflict Continuum
Patrick Lencioni (video)