Many people do not like conflict; some avoid it like the plague. Yet, conflict at work can help challenge status quo thinking and spur innovation. Problems arise when conflict is mishandled or goes unaddressed, forcing resentment and negative feelings underground. In other words, conflict at work can be valuable if it is handled appropriately.

Too often, an employee who is causing distress for a coworker is not even aware there is a problem. When an employee complains to a coworker, supervisor or HR representative about a situation without addressing how to resolve the problem, the problem will--most likely--persist.

Yet, many cases of conflict can be resolved when individuals are asked--or expected--to have an open discussion. The key is creating a forum in which these two individuals can listen to each other and consider the other person's perspective without allowing anger to take the focus off finding a solution. Of course, if there is a serious offence, a threat of violence or concern for safety, other measures will be necessary.

1) Listen, but also ask the employee what he or she has done to try to resolve the situation? Has she or he spoken about the problem with the individual concerned? If the answer is no, ask the employee to speak with the individual in question about the problem.

2) If the employee is unsure how to approach the conversation, make some suggestions or practice. Suggestions can include the following: stick to the facts, use “I” statements, keep it work related and address the issue head on and do not beat around the bush.

3) If a conflict persists after a conversation has taken place, it may be necessary to involve a third party. The third party can make sure that all ideas are heard, that ground rules are adhered to, that both parties listen and, that the conversation revolves around work-related issues.

4) Once both parties have tried to understand each other’s perspective, individuals can generate ideas for solutions.

5) Whenever possible, both parties should come to an agreement about how they will resolve the problem. In some cases, they will agree to disagree but to treat each other with respect.

6) Meet again later to evaluate how things are going.

Many workplaces have formal processes in place to help employees deal with conflict. Make sure employees are aware of the processes that are in place and the resources that exist.