Help & support
- Conflict management is a normal part of running a business. Having the right systems in place helps everyone approach difficult conversations in a consistent and fair manner.
- Effective communication and early intervention can stop workplace issues from escalating.
- Feedback should be approached as a conversation not a confrontation.
Q: How can you improve communication in your business?
A: Clear communication is the foundation of good morale in the workplace – it helps staff understand what’s expected and builds the culture of the team. An easy way to improve communication is to schedule regular check-ins with team members. These meetings are a good opportunity to see how your staff are going so you can catch any issues before they escalate.
There’s no getting around it: when you manage people there are going to be tricky situations to deal with. “You might have to give challenging feedback, step into conflict resolution or even let people go from your business,” says Rana Saleh, human resources at CommBank. “Conflict happens and that’s okay. How you manage and solve people problems is what defines you as a leader.”
The best way to deal with brewing problems in your business is to nip them in the bud before they become full-blown issues. Set up a simple rhythm for regular, open conversations with your team. “Don’t wait until something’s gone wrong to talk about how people are feeling or working together,” says Rana.
“A quick five-minute check-in once a fortnight or month to discuss what’s working well and what’s getting in the way can surface small issues before they grow. It also builds trust, improves communication and gives you the chance to act early and fairly when challenges arise.”
Understanding common triggers
So how do you spot issues before they arise? Being mindful of common triggers for tension is a good place to start. Rana explains, “Usually, flare ups are caused by miscommunication, unclear roles or uneven workloads. When people aren’t sure what’s expected of them, frustration can build. Clear job descriptions and open communication help prevent most issues before they start.”
How to have difficult conversations
Sometimes difficult conversations are unavoidable. Follow Rana’s three-step plan on how to manage conflict in the workplace.
1. Address it early: Don’t watch problems fester and grow – act at the first sign of trouble.
2. Approach it as a conversation not a confrontation: Stay calm, focus on the facts and be clear about what you’ve noticed. Plan what you want to say and discuss the issue – not the person. Use calm, respectful language like, “I’ve noticed a few challenges around…” and then give concrete examples. Listen carefully and try to agree on a way forward.
3. Document the interaction: It’s important for clarity and fairness for your employee. A quick note of what was discussed and what was agreed helps avoid misunderstandings later. It also keeps things consistent and professional if the issue comes up again and is crucial if you ever need to justify letting someone go.
Congratulations, you’ve completed this lesson!
Next module: 4.4 - The HR systems that can help transform your business