How Do Managers Resolve A Conflict?

Posted By on September 3rd

Work relationships, like family relationships, can sometimes have challenges, which then lead to conflict. How do managers resolve a conflict?

Without resolving the conflict, effects can linger, resentment grows, and work suffers.  Today, managers are seeking alternative conflict resolution solutions to manage their employees’ conflict.

Managers should try following my PEACE format:

  • P – Pause
  • EA – Ear (listen)
  • C – Create Strategy
  • E – Engage the Conflict

Peacemaker bulletin board

You should never immediately react to the conflict that is unfolding. You have to determine your proper response. As a leader, a manager needs to remain impartial. A manager shouldn’t show any sort of opinion that would appear to favor one side over the other.

Pause does not mean to avoid. The issue must be addressed immediately.  Without this, the situation could escalate and/or linger, and even spread to other employees.

Ear (Listen): In order to effectively manage a conflict, you have to understand what is in conflict from the both employees’ perspectives. A manager should simply listen to all parties involved to completely understand the issue before troubleshooting solutions.

Create Strategy: Before you take action to manage a conflict, you need a strategy based on your understanding of both employees’ wants, needs, and interests. You have to decide how you want to respond so that you defuse the emotions and propose solutions that address everybody’s wants, needs, and interests.

Engage the Conflict: When you begin to engage the conflict, do so in a way that follows through on the strategy you created. Don’t lose focus because of the emotions. Your goal is to respond in a way that reduces the tension and anger, reframes the discussion, and puts the situation into its proper perspective.

You should be able to follow these techniques successfully within your company’s regulations and policies.

Are you interested in learning more about how to resolve a conflict?What Is a Peace Chest book cover 500 201x300 Wimbledons Conflict Management Story

Email me:, or call me toll free at (877) 687-1392 or locally at (239) 210-7516.

Your initial consultation is free!

Interested in discovering how to improve your conflict management skills? Purchase my e-workbook available on Kindle: What Is A Peace Chest?

The workbook is the first in the “Building Your Peace Chest” series. It will help you understand how to engage conflict with a purpose and goals rather than reacting.

About the author

Keith Grossman helps individuals and businesses negotiate and manage conflict more comfortably. Keith is a Collaborative Attorney, a Family and Circuit Civil mediator certified by the Supreme Court of Florida, an Arbitrator qualified by the Florida Supreme Court, and an educator. Keith frequently lectures and facilitates training programs, works with individuals one-on-one, and writes articles on conflict management and negotiation topics. His e-workbooks, “What Is A Peace Chest?” and “How Do You Build A Peace Chest?“ are now available on Kindle.


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