Dealing with workplace conflict in a virtual world

Workplace debates are a part of any healthy professional environment. Occasionally, these debates can become disagreements, no matter how in-sync a team or how positive a culture. An increasingly remote workforce due to COVID-19 means fewer instances of face to face interaction, and more chances for poor communication - one of the most common factors that lead to conflict. We also tend to be less mindful of what we say and how we say it with a screen dividing us, which can lead to misunderstandings and unnecessary tensions in the long run. 

Here are six tips for managing conflict when much of your team is remote.

Provide and seek clarity

Conflict thrives amongst uncertainty. Make sure that you’re communicating as plainly as possible and setting clear expectations for any team or project. If you’re the one who’s unsure about something, ask any questions necessary to gain the insight you need and avert problems later. 

Over text-based channels, such as email or Slack, your voice can come across differently - something that you meant as simply direct, someone else might read as rude. Make an effort to over-communicate, like including salutations, adding context and being extra careful with your language, so that your message is conveyed in the best way. Over more informal channels such as chat, emojis can also help set the right tone.

Facilitate face to face interactions

Getting a team together regularly is crucial for information-sharing, problem-solving and driving a project forward. It also helps limit conflict by keeping colleagues on the same page. Schedule regular team catch-ups, as well as one-to-ones with team members, even if you don’t always have something specific to discuss - this will give people a space where they can bring up any issues. 

Body language and tone of voice can be key to how we communicate and receive information, and are especially important in conflict avoidance and resolution. With more of our interactions happening over virtual channels, this is sometimes lost. Encouraging the use of video as a rule can minimise moments of miscommunication. In these times of social distancing, it has the added benefit of connecting people in a more personal manner, boosting team morale.

Create a shared workspace

Establishing a discussion board or online forum can help reduce conflict by allowing teams to ask questions, voice issues and share opinions as they happen, instead of letting them fester and potentially grow into larger problems and resentments. This can be as simple as setting up a specific Slack channel for a project, or using team management tools like Trello or Asana. 

Virtual spaces like these are more informal, and most closely mirror the act of leaning across a desk and asking a colleague a quick question. People also feel more comfortable sharing their thoughts online. Although this is something that can sometimes lead to conflict, it can help it too, by making it easier for team members to say what they really think early on. 

Connect personally as well as professionally

Encouraging social and friendly interactions amongst your team helps build relationships where people feel more comfortable with each other, and thus more likely to communicate effectively. Organise lunches or coffee breaks with your colleagues over Zoom, set up threads dedicated to non-work topics and interests, and stimulate good rapport with those you work with to make difficult decisions easier later and avoid relationships primed for friction. 

At Eventbrite for example, employees have started setting up a number of online communities to connect with coworkers virtually - from fun channels where people can share old photos of themselves to ones where they can talk about frustrations.

Assume positive intent

Many conflicts are caused by perception. Make a conscious effort not to take things personally - different people have different communications styles, and sometimes you will read something into someone’s tone that isn’t there. 

Try to assume that someone’s intent is positive and innocent unless they directly say otherwise. If you’re affected by what you perceive as an aggressive or negative tone, stop yourself from responding in kind and instead take a step back to gain perspective.

Address it

When conflict arises, don’t ignore it - address it quickly and head-on. Start a dialogue with the person or people involved, ideally over video chat as opposed to text-based communication. Provide your observations on the matter with as little judgement and subjectivity as possible, and allow everyone to voice their opinions. Listen intently and with an open mind, then work towards a resolution, agreeing on a plan of action. Follow up in writing with a summary of the conversation and the decisions reached, in order to show your commitment to moving forward. 

Once a resolution is reached, don’t let resentment linger. You can do many things to avoid workplace disagreements, but some conflict is inevitable and even healthy - as long as you tackle it in a constructive way.

Your tips

Has dealing with conflict changed for you since virtual working has become the norm? What are your tips for dealing with conflict?

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