September, 2025 | 5min read
Workplace conflict .. and even conflict in your personal life .. can leave you feeling anxious, stressed, or overwhelmed. For some, conflict at work can even feel paralyzing.
And here’s the thing, conflict is unavoidable, especially when leaders, teams, and community partners are working closely across departments.
Ever had conflict with your partner, sibling or children?
Never! Right? 😁
Workplace conflict doesn’t always have to be destructive. At its core, conflict simply means we need to clarify expectations, issues, or responsibilities that haven’t been commonly understood.
What if?
What if there was a way to manage conflict, better. Not perfectly, just better.
During the Conflict Resolution workshop at Humber River Centre (Town of Caledon) we covered a lot with a FULL room of participants from various industries, sectors and experience!
This session is also where my good friend Verinder attended. We’ve known each other for years, and the ONE thing I made sure I DID NOT DO during this particular training, was to make eye contact with him.
Because I knew if I did, we would both bust out laughing! That’s what goofy friends do! Happy to share, we both behaved!
SBI-4
I use this workplace conflict resolution framework in leadership development to help leaders and teams navigate tough conversations.
It’s inspired by the SBI model from the Center for Creative Leadership (‘Center’ – it’s a U.S. organization 😏). I found that I needed some more structure around difficult conversations, so SBI-4 was created.
Here’s a quick breakdown.
Effective communication in conflict resolution
Remember, when you’re in conversation, communication happens in three ways:
- Verbal communication – words we use – 7% of communication
- How we say the words – 38% of communication
- Non verbal communication – facial expressions, body language – 55% of communication
Did you know – over 90% of communication isn’t about the words alone? This means we need to focus on how we deliver our message – tone, body language, and non-verbal cues, just as much as the words we use.
As you’re thinking about further evolving your communication style, keep in mind to vary your:
- Pitch
- Pace
- Pause
Even a small shift can drastically change how your message comes across. And let’s remember, the effectiveness of YOUR communication is YOUR responsibility!
Taking action: workplace conflict resolution strategies
Here are some action items you might find valuable when thinking about conflict resolution in the workplace. Feel free to adapt these as needed:
- Develop standardized wording for common public interactions, and provide staff with ongoing follow-ups to discuss their experiences and any additional support needs.
- Develop a comprehensive support plan for front-line staff, including mental health resources, communication guidelines, and immediate support options for high-stress situations.
- Add a message to the phone system stating that disrespectful behaviour will not be tolerated. Amplify this message through other communications channels such as Council meetings, Town Halls, social media.
If your team or organization struggles with workplace conflict or difficult conversations, let’s connect. I design customized workplace conflict resolution training and leadership development experiences to help your people communicate better, reduce stress, and improve workplace culture.
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