Personnel conflicts can severely disrupt team productivity and are a common challenge for managers. Effectively resolving these conflicts requires a proactive approach that focuses on:

• Establishing clear behavioral expectations
• Fostering a culture of open communication

Simply trying to convince people to agree is often ineffective. Instead, a more strategic approach such as using behavioral tenets is needed.

Employee Behavioral Tenets

One of the most effective ways to resolve personnel conflicts is to establish a set of employee behavioral tenets. These tenets outline how employees should handle disagreements independently.

Rather than modifying individual behaviors every time a conflict arises, these tenets proactively set expectations for acceptable conduct and outcomes. Ideally, they should be introduced before new employees are hired and embedded into the company’s core principles.

How Successful Companies Use Tenets

Some companies have successfully implemented values that guide conflict resolution:

• Amazon: Uses principles like “Disagree and Commit” and “Earn Trust” to navigate conflicts.
• Netflix: Encourages employees to:
  • Use data to inform choices
  • Make decisions based on long-term impact
  • Debate ideas openly
  • Make tough decisions without delay

On the other hand, many companies struggle without clear conflict resolution guidelines:

• Google: Faces challenges in decision-making due to the absence of explicit conflict management values.
• Microsoft: Has been known for political infighting among employees.

A Practical Set of Conflict Resolution Tenets

If your company lacks formal conflict management principles, consider implementing these tenets as a starting point:

1. Never shy away from conflicts – Leaders should lean into conflict and find a path forward.
2. Display a high level of emotional intelligence – Avoid passive-aggressive or aggressive behavior.
3. Have a cause and conviction – Arguments should be based on sound business judgment, not personal opinions.
4. Validate assumptions – Seek input from peers, managers, other teams, and industry standards.
5. Be ready to compromise – Recognize that there are no absolutes in business.

By implementing these tenets, managers can create a blueprint for conflict resolution. Instead of constantly intervening in disputes, managers can establish a shared understanding of how to handle disagreements. This approach:

Reduces managerial involvement in every conflict

Promotes team self-sufficiency

Encourages a consistent and predictable resolution process

Tailoring the Talk: Effective Conflict Communication

Beyond setting clear tenets, managers must also communicate effectively when conflicts arise.

How to Approach Conflict Discussions

1. Start with a low-temperature approach – Present alternative ideas calmly and avoid absolutist statements.
2. Encourage healthy debate – Create an environment where discussions are productive, not emotional.
3. Use high-temperature messages cautiously – When necessary (such as in high-stakes situations), take a firmer stance, but always avoid rudeness.

Proactive Conflict Prevention

Conflicts can arise from various sources, such as:

• Performance issues
• Differing viewpoints
• Incorrect narratives about the team or projects

Managers should proactively monitor team communications and stay in touch with stakeholders to prevent misunderstandings from escalating.

Final Thoughts

Resolving personnel conflicts requires both preventative and reactive strategies:

Preventative: Establish clear behavioral tenets to empower teams to resolve disputes independently.
Reactive: Facilitate conflict resolution when needed, communicate effectively, and stay informed about potential issues.

By proactively addressing conflict, managers can foster a collaborative, productive, and positive work environment.