Turn Down the Heat: Mastering Conflict Resolution in the Workplace
- Nick Lombardino
- 4 days ago
- 4 min read
Written by Dr. Tsitsi Hungwe, Chief Executive at Higher Mountaintops, LLC
Conflict at work can catch us off guard. One moment, the team is working smoothly, and the next, a disagreement flares up unexpectedly. Whether it’s a debate between coworkers over a project or a disagreement in a meeting, it can feel like the temperature in the room just went up a notch.
Maybe you’ve been in a situation where words were exchanged, and suddenly the room becomes tense, leaving you heading home on a Friday still thinking about how to handle the awkwardness that lingers. Or you sit on your couch Sunday watching football and trying to relax, but your mind is elsewhere. That knot in your stomach isn’t from your workload, it’s from the uncertainty of how to move forward from a heated exchange at work earlier in the week that weighs on you.
Conflict is inevitable, but it doesn’t have to harm workplace relationships. When handled well, conflict can strengthen communication. On the other hand, mishandling it can lead to lingering tension and impact morale. A study by Consulting Psychologists Press, Inc. (CPP Inc.), now known as The Myers-Briggs Company, found that U.S. employees spend nearly three hours per week dealing with conflict, costing $359 billion in paid hours annually. Learning to effectively turn down the heat isn’t just good, it’s essential.
Managing Conflict: Understanding Your Style
To handle conflict well, it’s helpful to know how you tend to respond. Whether you avoid it, confront it head-on, or look for middle ground can shape how situations unfold. Understanding your conflict style helps you make more intentional choices when disagreements arise.
Here are five common conflict resolution styles:
Collaborating: Finding a win-win solution. Ideal when perspectives differ and collaboration is needed.
Competing: Taking a firm stance to get results quickly. Useful for urgent decisions but can strain relationships if overused.
Avoiding: Stepping back to let emotions settle. Helpful for cooling off but can lead to bigger issues if overdone.
Accommodating: Prioritizing others’ needs to keep the peace. Works for minor issues but can build resentment if used too often.
Compromising: Finding a middle ground. Good for quick solutions but may leave deeper issues unresolved.
Take a Moment: When conflict arises, do you:
A. Try to understand the other person’s perspective?
B. Stand firm on your own needs?
C. Look for a compromise?
D. Take a step back to let things cool off?
E. Seek support from someone neutral?
There’s no right or wrong answer, just awareness. Recognizing your style can help you respond thoughtfully rather than react impulsively. Once you recognize your style, the next step is to develop practical strategies for navigating disagreements effectively.
5 Practical Tips for Managing Conflict Resolution in the Workplace
When conflict arises, how you communicate makes all the difference. Here are a few tips to navigate tense situations:
Stay Calm: Calmness can keep conversations from escalating or help de-escalate.
Be Aware of Body Language: Crossed arms or avoiding eye contact can make things worse. Stay open and approachable.
Show You’re Listening: Paraphrasing what you’ve heard shows you’re paying attention.
Keep It About the Issue: Focus on what’s happening, not who’s at fault. This keeps the conversation productive.
Use “And” Instead of “But”: Saying “I understand, and…” keeps the dialogue open.
Turn Down the Heat
Addressing conflict constructively is about more than resolving issues. It’s about building a culture of psychological safety, where people feel comfortable speaking up without fear of being judged.
Leaders who model respectful, open communication set that tone. When the team learns to turn down the heat by approaching disagreements calmly and thoughtfully, the workplace becomes more resilient and connected.
To truly turn down the heat, apply strategies based on the situation. If it’s a frustrated employee feeling overwhelmed, show you’re listening by paraphrasing their concerns and acknowledging their feelings. This helps de-escalate the situation. In a tense meeting where voices are getting louder, take on the role of a mediator. Be mindful of body language cues and keep the focus on the issue, not the people. Acknowledging differing perspectives without blame helps to keep the conversation from escalating.
For leaders of organizations, conflict resolution isn't just about putting out fires, it’s about fostering a workplace where fewer fires start and where stress and tension don’t quietly chip away at morale. So the next time conflict arises, remember to turn down the heat and approach it with self-awareness and intentionality.
About the Author, Dr. Tsitsi Hungwe:
Dr. Tsitsi Hungwe is a keynote speaker, career transition coach and corporate trainer. Leveraging several years of experience in the dental industry, she helps early professionals confidently prepare for their next career transition. In line with her unyielding passion for helping others succeed, Dr. Tsitsi serves as Founder and Chief Executive of Higher Mountaintops, LLC. Dr. Tsitsi Hungwe empowers students and professionals at corporations, universities, and organizations with her message of mastering mental resilience and mindset for a successful transition. She is a visionary recognized for her leadership, commitment, and contributions to her community and the next generation and serves as an Independent Certified Leadership Speaker, Trainer, Coach, and DISC Behavioral Analysis Consultant with the Maxwell Leadership Team.
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