Conflict management: How to manage conflict within a team

Conflict within a team is a common occurrence in the workplace. It can stem from differences in opinions, varying personalities, or even conflicting goals. However, when managed effectively, conflict can catalyse growth and positive change within a team. Eventually, proper hospitality customer service training can lead to exceptional customer service. In this article, we will explore the various aspects of conflict management and provide practical tips for successfully navigating these challenging situations. Also, we will cover practical tips for preparing your customer service training.

Understanding conflict in teams

Before delving into conflict management strategies, it is essential to understand clearly what conflict in teams entails. Conflict can be defined as a disagreement or a clash between individuals or groups that arises from differing interests, needs, or viewpoints. While conflict may initially seem detrimental to team dynamics, it can also serve as an opportunity for enhanced collaboration and problem-solving.

Conflicts can be categorised into two types: substantive and relational conflicts. Substantive conflicts emerge when disagreements arise regarding tasks or objectives, while relational conflicts are more personal and arise from clashes in personalities or values.

It is important to note that team conflict is a natural and inevitable occurrence due to team members' diverse nature and unique perspectives. When managed effectively, conflict can lead to increased creativity and innovation within the team. However, conflict can escalate if unresolved, negatively impacting team morale and productivity.

Moreover, how conflict is handled within a team can significantly influence the team's overall performance and cohesiveness. Effective conflict resolution strategies involve open communication, active listening, and a willingness to compromise. By addressing conflicts constructively, teams can foster a culture of trust and mutual respect, ultimately improving team dynamics and outcomes.

Types of conflict management

Conflict management techniques can vary depending on the situation and desired outcomes. Here are five everyday approaches:

1. Avoiding conflict

While avoiding conflict may seem counterproductive, there are instances where it is appropriate. When the issue is minor or not worth escalating, temporarily setting it aside may be the best course of action. However, addressing the conflict at a suitable time is essential to avoid it escalating into a more significant problem.
For example, in the hospitality industry, avoiding conflict might be appropriate when dealing with minor guest complaints that can be resolved without confrontation. For instance, if a guest is slightly dissatisfied with their room but does not raise the issue, staff can leave it unaddressed if the guest's stay is short and the complaint is mild. However, it’s crucial to monitor and follow up with the guest before their departure to ensure the minor issue has not escalated into a significant dissatisfaction. This approach allows the staff to maintain a peaceful environment and avoid unnecessary disputes while ensuring guest satisfaction.

2. Accommodating

Accommodating involves sacrificing one's own needs or desires to resolve the conflict. This approach is suitable when maintaining harmony within the team is of utmost importance or when one party realises their position is less critical than others.

Accommodating is a common conflict management strategy in the hospitality industry, especially when dealing with high-value or VIP guests. For example, suppose a guest requests a late check-out and the hotel needs to be fully booked. In that case, the front desk staff may accommodate this request to maintain a positive relationship with the guest, even if it requires minor adjustments to housekeeping schedules. This approach demonstrates the hotel’s commitment to guest satisfaction, enhancing the overall experience and potentially leading to repeat business and positive reviews.

3. Competing

Competing is an assertive approach in which one party pursues its objectives without considering the needs or interests of others. This technique may be suitable when quick decision-making or action is necessary or when a clear hierarchy dictates roles and responsibilities.

In certain situations, competing might be necessary in the hospitality industry, particularly when immediate and decisive action is required. For instance, if a hotel manager discovers a critical health and safety violation, they must assertively address the issue, even if it means overriding objections from staff members. This approach ensures that the hotel's standards and regulations are upheld, protecting the guests' and employees' well-being. While this method may create temporary friction, it underscores the importance of maintaining high standards and the manager’s responsibility to enforce them.

4. Compromising

Compromising involves finding a middle ground where each party makes concessions to meet halfway. This approach is practical when both parties' goals are equally important, and pursuing one party's objectives over the other is not feasible or desirable.

Compromising is often used in the hospitality industry to balance conflicting interests and find a mutually acceptable solution. For example, there is a disagreement between the kitchen staff and the service team regarding meal preparation times and guest wait times. In that case, a compromise might involve adjusting both parties' schedules slightly to meet halfway. This ensures that meals are prepared with quality and served promptly, improving the dining experience for guests and maintaining a harmonious working relationship between the teams.

5. Collaborating

Collaborating is a cooperative approach in which all parties work together to find a mutually beneficial solution. This technique is particularly effective when bringing diverse perspectives and expertise, essential to reaching an innovative and sustainable resolution.

Collaborating examples for hospitality training

Collaborating is highly effective in the hospitality industry, particularly when addressing complex issues that require input from various departments. For instance, when planning a significant event, such as a wedding, hotel managers, event coordinators, chefs, and front desk staff must work together to ensure every detail is handled seamlessly. By fostering a collaborative environment, each team can contribute their expertise, leading to innovative solutions and a successful event. This not only enhances the guest experience but also builds a strong, cooperative culture within the hotel.

Understanding the different types of conflict can help us navigate these situations more effectively. In addition to the five approaches mentioned above, there are other strategies that individuals and organisations employ to manage conflict. For instance, some may opt for a collaborative approach known as negotiation, where parties engage in open dialogue to find a mutually agreeable solution.

5 Practical tips for managing conflict

While conflict management techniques provide a framework, the success of resolving conflicts lies in applying practical strategies. Here are five tips for effectively managing conflict:

1. Identify the source of conflict

Understanding the root cause of conflict is crucial for finding an appropriate resolution. Take the time to explore and address the underlying issues contributing to the conflict. Sometimes, conflicts can stem from miscommunication, differing expectations, or unmet needs.

2. Create an open communication environment

Establishing an environment that fosters open and honest communication is vital for conflict resolution. Encourage team members to express their concerns, ideas, and perspectives without fear of judgment or reprisal. This open dialogue can enable the team to collaborate more effectively and find mutually acceptable solutions.

3. Actively listen

Active listening is a critical skill in conflict resolution. Make a conscious effort to understand all parties' viewpoints, feelings, and needs. Avoid interrupting or immediately offering solutions. Instead, focus on empathising with each person and ensuring they feel heard and understood.

4. Stay neutral and objective

As a mediator or leader, it is essential to remain neutral and impartial when facilitating conflict resolution. Avoid taking sides or making judgments that can further escalate the situation. Encourage all parties to approach the conflict with a balanced and objective mindset.

5. Focus on interests, not positions

When attempting to find a resolution, it is helpful to focus on the underlying interests rather than the positions taken by the parties involved. By uncovering shared interests, you can identify creative solutions that address the core needs of all individuals.

3 Conflict resolution examples

Addressing various issues effectively can lead to a more harmonious and productive workplace. Let's explore some additional strategies for tackling conflicts and promoting positive outcomes.

1. Resolving role ambiguity

In a team with unclear roles and responsibilities, conflicts arose due to overlapping tasks and confusion. The dispute was resolved by conducting a team meeting to establish clear guidelines for each member's role. This not only eliminated ambiguity but also fostered better collaboration.

2. Addressing miscommunication

A project team experienced conflicts due to miscommunication between team members. To address this, regular team meetings were held to ensure effective communication and establish an open feedback culture. Clear communication channels helped minimise misunderstandings and contributed to a more cohesive team.

3. Managing personality clashes

In a diverse team, conflicts arose from personality clashes between two team members. Instead of ignoring the issue, a team-building workshop was organised to enhance understanding, empathy, and cooperation among team members. This intervention reduced tension and created an environment conducive to effective collaboration.
Furthermore, organisations must foster a culture of open communication and mutual respect to prevent conflicts from escalating. Encouraging team members to express their thoughts and concerns constructively can help address underlying issues before they become significant sources of conflict.

Understanding conflict in a team setting

Conflict is a natural part of any team setting and can arise from various factors. Recognising the sources and types of conflict within a team is crucial for effective management and resolution. By fostering open communication, active listening, and a collaborative mindset, conflicts can be turned into opportunities to strengthen team dynamics and achieve tremendous success. So make sure you add those modules when preparing your customer service training.

One common source of conflict in a team setting is differences in communication styles. People communicate in various ways, and misunderstandings can quickly occur when team members must align their communication preferences. This can lead to frustration, confusion, and ultimately conflict within the team. Team leaders must promote awareness of diverse communication styles and encourage team members to adapt and be flexible in their communication approach.

Moreover, conflicting goals and priorities among team members can also spark tension and disagreements. When individuals have competing objectives or visions for a project, it can create a challenging environment where compromise becomes necessary. Team leaders are vital in facilitating discussions around conflicting goals, helping members find common ground, and establishing shared objectives aligning with the team's mission and vision.

Common causes of conflict among team members

Team conflicts can stem from various causes, including:

• Differences in values, beliefs, or personalities
• Poor communication
• Unclear roles and responsibilities
• Competing goals or priorities
• Resource limitations
• Power struggles

By identifying these common causes, teams can proactively work towards preventing conflicts and establishing a harmonious work environment. Additionally, these causes can be covered during the hospitality training to ensure employees understand how to deal with them.

One significant cause of conflict among team members is differences in values, beliefs, or personalities. Team members' contrasting values or beliefs can lead to misunderstandings and disagreements. For example, one team member may prioritise efficiency, while another values thoroughness and attention to detail. These differing perspectives can create tension and conflict within the team dynamic.

Furthermore, power struggles can also be a source of conflict within a team. When there is ambiguity or disagreement regarding leadership roles and decision-making authority, team members may vie for control or influence. This can result in internal power struggles that hinder collaboration and productivity. Establishing clear lines of authority and promoting transparency in decision-making processes can mitigate power-related conflicts within a team.

Transform conflict into collaboration with Lingio

Ready to elevate your team's conflict management skills and foster a more dynamic, collaborative work environment? Discover how Lingio's AI-powered learning solutions, infused with the fun of gamification and the precision of expert coaching, can revolutionise your team's development. Please take advantage of the opportunity to see our innovative approach in action. Book a demo today and take the first step towards turning challenges into triumphs with Lingio.

FAQs

1. How can frontline employees effectively manage conflicts with guests in the hospitality industry?

Frontline employees can manage conflicts with guests by staying calm, actively listening to their concerns, empathising with their situation, and offering practical solutions. It's essential to remain professional, avoid taking the conflict personally, and follow the hotel's established conflict resolution protocols. Regular training in difficult situations can also equip employees with the necessary skills to manage such conflicts effectively.