Conflict resolution skills between employees and managers | Safe and Sound

According to psychologists, effective conflict resolution not only helps improve the relationship between employees and managers but also contributes to building an open, professional and high-performance working environment. This article will help you better understand the causes of conflict, the consequences of poor handling, as well as conflict resolution skills with a skillful approach to conflict to create mutually beneficial results.

Ngo Thi Sang | Master of Educational Psychology – Applied mental health care Safe and Sound

Institute of Medical Technology Applications

1. Causes of conflict between employees and managers

Before learning how to resolve conflict, it is important to understand the root of the problem. Some common causes of conflict between employees and managers include:

1.1. Poor communication

When employees and managers do not communicate clearly, information can be misunderstood or missed. Employees may feel pressured, while managers may perceive employees as not accepting direction. Psychologists say that a lack of transparency in communication can also make employees feel treated unfairly or disrespected.

1.2. Differences in perspectives and working styles

Every individual has a different working style and perspective. A manager may prefer a quick and easy way of working, while an employee may need more time to carefully analyze before making a decision. If the two sides cannot find common ground, conflict can easily arise.

1.3. Work pressure leads to stress and fatigue

Pressure from deadlines, business targets, or large workloads can increase the level of stress and fatigue of both managers and employees. In a state of stress, people often lose their temper, react negatively and have difficulty controlling their emotions, increasing the risk of conflict.

1.4. Lack of recognition and fair evaluation

Lack of recognition and fair evaluation from management

Employees want their contributions to be recognized and appreciated. If they feel unappreciated, overlooked in important decisions, or not rewarded appropriately, they may lose motivation and develop resentment toward management.

1.5. Excessive control or lack of support from management

Psychologists say some managers tend to supervise too closely, making employees feel constrained, tired, and without space to be creative and develop. Conversely, if managers lack support or do not provide clear guidance, employees may feel abandoned and have difficulty in their work.

2. Consequences of not resolving conflicts promptly

If not handled promptly, conflicts between employees and managers can lead to a series of negative consequences, affecting not only the individuals involved but also the entire organization:

- Reduced productivity: When employees feel pressured and lose motivation to work, they will no longer be interested in their work, leading to decreased performance.

- The working environment becomes toxic: A stressful, argumentative working atmosphere will affect the psychology of other employees in the company.

Conflict can make the work environment toxic.

- Increased turnover rate: Employees who are not satisfied with the management style will tend to look for opportunities elsewhere, causing human resource loss for the company.

- Impact on management's reputation: If managers often have conflicts with employees, they may lose credibility, reducing leadership effectiveness.

3. How to resolve conflicts between employees and managers effectively

3.1. Keep calm and don't let your emotions control you

When conflict arises, negative emotions can easily dominate the behavior and thinking of both parties. Anger, frustration, or stress can make things worse if left unchecked.

To avoid this situation, both employees and managers need to:

- Take time to think before reacting: When you feel upset, pause the conversation to regain your composure. A short period of time to take a deep breath or think about the situation will help control your emotions, psychology and reactions.

- Don't make assumptions or blame: Instead of hastily concluding that the other person "intentionally made a mistake" or "did not understand the problem", keep an objective attitude.

- Focus on solutions instead of personal emotions: Try to steer the conversation toward finding a solution rather than just expressing frustration.

Psychologists say that staying calm is the first and most important step in resolving a conflict. Once emotions are calm, both parties can continue to communicate rationally and effectively.

3.2. Active and empathetic listening

Active and empathetic listening

According to psychologists, one of the common reasons why conflicts persist or escalate is because both sides want to talk but do not really want to listen.

To be able to listen actively and effectively, apply the following principles:

- Don't interrupt when the other person is speaking: Let them express their full opinion before giving feedback. This helps them feel respected and more willing to open up.

- Ask questions to clarify: If you don't understand what the other person means, ask questions instead of guessing. For example: "What do you mean...?"

- Rephrase what the other person said: This is an important technique to confirm that you have understood the issue correctly. For example: "I understand that you feel that you are not given enough autonomy in your work, is that right?"

- Show empathy: Even if you don't completely agree, show that you understand and respect the other person's perspective. For example, "I understand that this is making you feel tired, and I really want to find a way to help you."

Psychologists emphasize that active and empathetic listening will help reduce tension in the conversation, while opening up opportunities for both sides to seek solutions in a more amicable manner.

3.3. Open and transparent dialogue

Avoiding conflict is not an effective way to resolve conflict, as it only causes conflicts to build up and flare up later. Instead, both employees and managers need to proactively engage in dialogue with an open and transparent spirit and mentality.

How to conduct effective dialogue:

- Choose the right time and place

• Avoid discussing when both parties are emotionally stressed. Choose a time when both parties can talk calmly.
• Location is also important. A private, quiet space will help the conversation go more smoothly than arguing in the middle of a crowded meeting.

- Use positive and constructive language

• Psychologists advise avoiding critical language like "You're always wrong" or "Why does this always happen?" Instead, focus on facts and solutions: "What can we do to make things better?"
• Use the pronoun "I" instead of "You" to avoid sounding like an attack. For example, "I feel like my work is falling behind because I don't get timely feedback" instead of "You are always slow to respond."

- Direct the discussion toward solutions

• Both sides need to agree that the goal of the dialogue is to find a solution to the problem, not to argue about who is right or wrong.
• Managers may ask:

" What difficulties are you having at work?"

"What can I do to better assist you?"

"What solutions can we come up with together to improve the situation?"

3.4. Seek win-win solutions

Finding a win-win solution

An ideal solution in conflict resolution is one where both parties feel respected and satisfied. This may require compromise and flexibility on both sides.

Psychologists suggest that to achieve this, together:

- Identify common interests: Both employees and managers share the same goals of work efficiency and a positive work environment. If this can be kept at the core, it will be easier for both parties to cooperate.

- Find common ground: If there's an issue that can't be resolved right away, find small points that you can both agree on and start from there.

- Commitment to implementing the solution: Once a solution has been agreed upon, both parties need to commit to implementing it, and monitor progress to make adjustments if necessary.

3.5. Building a culture of constructive feedback

An organization with a positive feedback culture will help minimize conflict from the start. According to psychologists, this requires initiative from both employees and managers in:

- Create regular feedback meetings: Don't just give feedback when there's a problem. Regular meetings help ensure that any small issues are addressed before they become major conflicts.

- Encourage honest but constructive feedback: Feedback should focus on the action, not the person. For example, "You could try this approach to improve your performance" instead of "You're not doing well."

- Recognize and reward cooperation: A work environment that encourages contribution and open communication will help minimize unnecessary conflicts and create a comfortable mindset for employees.

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At Safe and Sound, we not only provide individual psychological counseling services but also accompany businesses in motivating employees and building a positive organizational culture. Through in-depth workshops on work motivation, emotional management, internal communication and mental health, we help your employees improve performance, increase engagement and feel more meaningful in their work.

In addition, Safe and Sound also provides specialized consulting services to help businesses design a working environment that supports personal development, builds effective reward systems and promotes a sustainable corporate culture.

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