Three Tips to Lead Through Conflict

By Nicole Laidler

Janine Higgins wants to change the way you think about conflict. As a chartered mediator, former corporate commercial lawyer, and experienced training facilitator, she’s been helping individuals and organizations manage conflict for more than 20 years.

Conflict is totally normal,” says Higgins, who also serves as principal instructor of the Leading Through Conflict and Mediation and Conflict Resolution Certificate programs at Western Continuing Studies.

Most people do their best to avoid conflict, even though it may be a daily occurrence in the workplace. When left unchecked, it can damage relationships, kill momentum, and undermine the performance of any team. But ignoring conflict can be equally destructive.  

"Unexpressed conflict can lead to an element of dysfunction. It creates negative undercurrents, stress, and subtle resentments within a team,” says Higgins. “It can really stifle creativity.”

Conflict doesn’t have to become toxic. When managed properly, it can become a source of strength.

Here are Janine's three tips to help lead through conflict

1.   Redefine how you think about conflict

Many people equate conflict with confrontation. Higgins defines conflict differently. For her, it’s simply something that happens whenever two people hold opposing views. “It’s extremely normal for people not to share the same opinion or ideas about how to move forward on just about any topic,” she says. “We don’t have to be in an argument.”

Instead of bracing for a fight, leaders can learn to value diverse viewpoints and address competing priorities in a productive and relationship-building way.    

2.    Facilitate respectful communication

An effective leader creates an environment where people feel safe to raise issues without fear of repercussion.

“We can learn to communicate effectively so that situations don’t become toxic or unmanageable,” says Higgins.

“It’s about being assertive in a respectful way and showing others courtesy by listening.  There is no reason to address any issue – no matter how severe it is – in a way that is demeaning.”   

3.    Avoid escalation

“A leader should encourage people to speak directly to each other,” says Higgins. “I don’t like triangulation. It harms all three relationships.”

There may be times when a leader is required to step in and deal with an issue, she notes – such as workplace harassment - but as much as possible, conflict should be addressed at the lowest possible level.

The Leading Through Conflict Accelerated Certificate program allows you to explore these ideas.

The three courses - The Leader's Role in Resolving Conflict, Leading Difficult Conversations, and Negotiation Skills for Leaders – are offered in an interactive online learning format that encourages discussion and active learning. The program is ideal for leaders, managers, human resources professionals and other career-motivated individuals.

“Students will learn how to give feedback in a way that is effective, how to structure a difficult conversation in a way that engages people, how to say no without harming relationships, and how to overcome negative history and move forward,” says Higgins. “My hope is that people leave with new skills that can be implemented immediately.”

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