Managing an office with a diverse workforce comes with a unique set of challenges, yet firms can successfully diffuse culture-based conflicts. -By Donna Chan

Dealing with instances of conflict is a critical component of any working environment. This is especially true in the DEI space. As teams develop strategies to help parties of different backgrounds and perspectives work together, work to root out bias-based behavior, and reshape company cultures, conflict moments can be both turning points and teaching opportunities. Thus, every DEI professional has a responsibility to help people with different backgrounds and beliefs see how to successfully avoid or resolve interpersonal conflict, while still having the conversations that count.

It’s not always easy work. Yet the task is not impossible, especially when approached with intentionality and awareness. Here, some of the top methods handling potentially explosive situations will be explored, with an emphasis on methods that can be applied immediately to any organization.

Problems Associated with Workplace Conflict

When backgrounds and perspectives clash, it can lead to conflict, frustration, and a breakdown in communication and collaboration. Decreased productivity, decreased morale, and a decrease in the overall quality of work as some of the symptoms of a developing or entrenched problem, and they need to be promptly addressed.

These symptoms of conflict show up in for-profit, non-profit, and academic settings – even when the organizations are investing heavily in DEI training and best practices. As an example, consider Columbia University. Although the University has invested more than $200 million over the course of two decades to enhance diversity and inclusion among its faculty, the university still suffers from problems. Women and minority professors report many instances of harassment, discrimination, cronyism and an unfair promotion system, holding the University as well as individual contributors back from performing at their best.

As conflict builds up in the workplace, it causes negative emotions and learning to increase through two basic mechanisms. One of these is the Conflict-Learn Loop and the other is the Conflict-Negative Feelings Loop. By developing strategies to move parties from clashing to collaborating, DEI professionals can help to create a more positive and inclusive work environment, which can lead to increased productivity, innovation, and overall success for the organization. Of course, this is complicated by how different groups respond to conflict around them.

Different Groups Express Conflict In Different Ways

While conflict related to diversity often stems from tension related to racial and gender inequality, DEI professionals should also keep in mind the other issues that may be contributing. These can include socioeconomic diversity, cultural misunderstandings between immigrants and native-born employees, LGBT acceptance, religious differences, generational differences, and varying education levels.

In a study for the Work and Occupations journal, researchers explored how job authority, gender, and age can contribute to interpersonal conflict in the workplace. One of the noted differences was in how employees and partners express and respond to conflicts in the workplace. In general, women were more likely to engage in constructive behaviors when it comes to workplace conflict while men were more likely to engage in active destructive behaviors. Older working adults were more likely to engage in non-confrontational responses like yielding and delayed responses, compared to younger employees. These differences emphasize the need for DEI teams to be aware of patterns of behavior among groups, and to be skeptical of “one size fits all” conflict resolution trainings.

Methods to Diffuse Conflict Related to Diversity in the Workplace

While team composition nuances, as mentioned above, will come into play, frameworks for responding to conflict can be established according to Pollack Peacebuilding Systems. However, even before teams end up needing to turn to a DEI professional or other mediator for intervention, there are practices that can be championed as conflict reduction methods.

Here are a few methods for handling potentially explosive situations that can immediately be applied at any organization: Stay calm: When workers are able to remain calm and collected in the face of an explosive situation, they are setting themselves up for a faster resolution. This can help to defuse any tension and prevent the situation from further escalating. Training around self-soothing, building an awareness of triggers, and interpersonal dynamics can help support calm responses in an organization.

Listen with intention: Teams and individuals can be trained to do more intentional listening. All too often, conflict arises from things that were misinterpreted, half-heard, or not considered in context. Encouraging better listening and open conversations builds psychological safety, reduces “simmering” situations, and helps create the space for more effective conversations going forward.

Develop a plan to compromise: Each person involved with the conflict should work with the other person to develop a plan for addressing the issue and preventing similar problems from occurring in the future. This can take a little bit of time since both parties are likely deeply entrenched in their own viewpoint at the beginning of the conflict. However, by helping teams develop frameworks to solve their own conflicts and making the key players a part of the solution development, DEI professionals can create more buy-in on the solution and give teams tools to become more independent in their problem solving.

Follow up: After the situation has been resolved, a follow up needs to be set. This ensures the plan is being implemented and that the issue has been fully resolved – and it can help eliminate opportunities for “performative” resolutions that later fester among the group. Knowing there will be follow up, and building a culture of accountability for change, will help diffuse and prevent conflict in the future.

Ultimately, when a company is able to build a culture that celebrates diversity, it makes things easier for the leadership teams and makes diversity-related conflict less likely. It's important to keep in mind that every situation is different, and the best approach will depend on the specific circumstances. The key is to stay calm, listen carefully, and work toward a mutually beneficial solution.