Managing Conflict in a Remote Environment: What to Watch Out for and Five Tips to Resolve
By Susan Peppercorn
It’s well understood that unresolved workplace conflict can have a serious impact on the mental health and wellbeing of those involved. It can also reduce productivity, taking up considerable time, energy and resources.
With so many employees now ‘out of sight,’ there is a risk that conflict goes unnoticed or is avoided until it becomes unmanageable. Remote working reduces the opportunity for informal communication where misunderstandings can be quickly resolved—impromptu coffee chats and cubicle conversations, key in building relationships and trust, are not possible at the moment.
So, how does conflict arise in remote teams, especially during the current pandemic, and what can leaders do to help their employees manage conflict when it occurs?
Communication challenges of remote working — Working from home, we tend to rely on emails and messaging more frequently, leading to a higher likelihood of misconstruing someone’s meaning or not realizing the impact of a hastily typed message. These modes of communication lack vital visual cues and can easily lead to misinterpretation of others’ intentions.
Pandemic pressures — The current work environment must also take into account worries about the health of family and friends, job security, and the economic outlook. After a couple of months of lockdown, some people will have adjusted to the ‘new normal,’ while for others, the stresses may have built up over time. Some have to juggle work alongside childcare and home-schooling. Others may feel isolated and alone. Still others may have increased their workload while finding their work life quieter and more manageable.
These varying experiences can lead to feelings of resentment towards colleagues whom they see as having an easier time. On the other hand, there can be benefits in the current situation. Colleagues that are able to share their experiences in this time of crisis can forge stronger bonds, supporting each other during this challenging time.
Tips for managing remote conflict
There are practical ways that leaders can support their remote teams in managing conflict in a healthier way. Here are five suggestions:
1. Tackle conflict early. If you see colleagues in conflict, reach out to them. Don’t avoid addressing conflict just because you’re not working physically together. Encourage them to have a direct conversation where they share how they see the situation and acknowledge each other’s point of view.
2. Keep an open mind. When there is an issue between colleagues, don’t make assumptions, and stay impartial. Beware of past conditioning and implicit bias, which could affect your objectivity. Find out what you don’t know and what data others are using to draw their conclusions. Seek to understand; remember that understanding does not equal agreement.
3. Explore how work and communication styles can contribute to conflict. We know that each person has differences in their behavioral preferences, which impacts how they approach their work, solve problems, manage change, make decisions, and communicate. Helping employees explore how their work styles differ, and strategies for working together will deepen their self-awareness and effectiveness. Additionally, we know that 60-70% of communication is non-verbal, which means we must encourage them to pay close attention to body language and tone of voice.
4. Make yourself available. Make it clear that you are available to answer questions just like you would be if you were in the office. While it may seem obvious to you, your employees may not make this assumption. Showing empathy and compassion will help colleagues to feel comfortable their different points of view. Be sure to clarify the best way for them to reach you (email, chat platform, text or phone).
5. Get support if required. Effective leaders need the confidence and skills to manage conflict, which they can gain through training in courageous conversations and conflict management skills. If individuals on your team are unable to resolve a dispute, consider utilizing an independent third-party to facilitate an online mediation session.
Conflict poses obvious risks, but it also offers opportunities to foster innovation and creativity and improve workplace relationships. Harnessing the opportunities of conflict, especially in the current remote environment, could be crucial in helping organizations face the challenges ahead.
ClearRock offers several programs – both group sessions and individual coaching programs like Leading with Empathy and Compassion – specifically designed to strengthen leaders and teams in times of uncertainty, with the goal of helping organizations to survive and thrive.
