Conflict Resolution
Conflict is an inevitable part of any organization and can arise at any level. As a leader, your ability to resolve conflicts effectively is essential for maintaining a positive work environment and achieving team goals. At 3M Chem Ops, this matters even more. In production settings, unresolved conflict can slow down decision-making, affect safety, and create uncertainty in how work gets done.
While it may not always feel productive, conflict often signals that something important needs attention. When handled well, it can lead to stronger ideas, more open dialogue, and better outcomes for the team. Without disagreement, teams risk stagnation. Growth comes not from avoiding tension, but from learning how to work through it respectfully and constructively.
Self-Assessment: Conflict Resolution
Please take a few moments to contemplate the following self-reflection questions. Where can you identify opportunities for personal growth in your leadership?
.What is my natural conflict resolution style? Do I tend to avoid conflicts, confront them directly, or seek compromise and collaboration?
How did I handle the most recent conflicts or disagreements within my team?
How well do I listen to the concerns and perspectives of others during conflicts? Do I actively seek to understand their viewpoints?
How do I manage my own emotions during conflicts?
Do I focus on finding solutions and common ground during conflicts, or do I get caught up in blame and resentment?
Do I try to understand the emotions and motivations of those involved in conflicts?
Have I taken proactive steps to create healthy conflict within my team or organization?
How do I model comfort with respectful disagreement in my own behavior?
Remember, this self-assessment is just a starting point for understanding your knowledge of Conflict Resolution as a leader. It's essential to reflect on your responses and actively work on areas where improvement is needed. Additionally, working with your ECFL Leadership Coach or seeking feedback from a trusted mentor can provide valuable insights into your strengths and weaknesses.
“You can’t shake hands with a closed fist.”
Conflict resolution is a form of leadership. It reflects how you respond under pressure, how you create clarity, and how you model respect in the face of disagreement. Being comfortable with conflict does not mean encouraging it; it means learning to approach it calmly and with intention.
In any organization, unresolved conflict rarely stays hidden. At 3M, it shows up in delayed handoffs, confusion on the floor, unclear accountability, or silence in critical meetings. These are operational risks, but their origins are often relational.
How to Have Healthy Conflict
Healthy conflict happens when people feel safe sharing concerns and are confident they will be heard. It requires respectful dialogue, active listening, and space to work through disagreements without fear of judgment to find intentional solutions. This kind of dialogue builds trust over time, strengthening working relationships and allowing teams to explore new approaches together.
Leaders can be open to conflict while still upholding operational discipline. When people know there’s room to disagree respectfully, they’re more likely to raise concerns early—before they disrupt consistency, accountability, or team focus.
Not every conflict needs a big intervention. Sometimes it’s as simple as the way a concern is raised. A leader might say, “Why didn’t you catch this?” instead of asking, “Can we walk through what happened so I can understand where the gap was?” The former shuts the conversation down; the latter opens the door to trust and understanding.
In other cases, it’s the tone or timing that makes the difference. Redirecting feedback in the middle of a stressful shift can add tension, while pausing for a quick check-in afterward can help clear the air without putting someone on the defensive.
Leaders can reinforce healthy conflict by practicing a few consistent habits:
Slow down before reacting. A short pause can give you space to respond with more intention, especially in moments of stress or frustration.
Focus on shared goals. Bringing the conversation back to what matters most helps shift tension away from blame and toward collaboration.
Name the tension respectfully. Sometimes just saying, “It seems like we’re not aligned yet,” can help others lower their guard and re-engage.
“Conflict can and should be handled constructively; when it is, relationships benefit. Conflict avoidance is not the hallmark of a good relationship. On the contrary, it is a symptom of serious problems and of poor communication.”
When conflict isn’t addressed early or respectfully, it can shift the tone of a team and affect performance in ways that aren’t always obvious right away. This scenario illustrates how even experienced leaders can fall into unproductive patterns when difficult conversations go unexamined.
Cosmic Conflict
At Jetson Corp, a growing organization under pressure to deliver results, a conflict erupted between George, the CEO, and Astro, the head of product development. The disagreement centered on how to move forward with a high-priority initiative. George, focused on market expectations and deadlines, pushed for rapid execution with bold, visible progress. Astro advocated for a more cautious approach, emphasizing quality and stability to ensure long-term success.
The disagreement escalated publicly during a team meeting, where both parties resorted to personal attacks and dismissive comments, undermining each other's expertise and intentions. This confrontation created a tense atmosphere, leading to division within the team. Members felt compelled to take sides, resulting in silos and a breakdown in communication. The open hostility stifled collaboration, as team members became reluctant to share ideas or feedback for fear of becoming embroiled in the conflict. Morale plummeted, leading to decreased productivity and an increase in turnover, as talented employees sought more collaborative environments.
The conflict was worsened by the lack of a clear resolution process, leaving team members feeling unsupported and unsure how to navigate the tension. The ongoing strife diverted focus from the team’s core objectives, causing delays and missed expectations. In the end, the initiative launched behind schedule and underperformed, damaging both internal trust and external credibility.
It is important to note that the conflict itself was not the issue; rather, it was the manner in which matters were handled that led to the deterioration. What would you have done differently had you been in Astro’s position? What early signals were missed in this situation, and how could they have been addressed sooner? Where in your own work have you seen similar tensions affect collaboration or morale?
Healthy conflict takes place when people are willing to respectfully share their ideas and actively listen to each other. Leaders who build comfort with respectful disagreement help their teams grow stronger over time. These habits support collaboration, operational reliability, and accountability across all levels.
Best Practices for Conflict Resolution:
Promote Open Communication: Encourage your team to share thoughts and concerns openly and respectfully, preventing misunderstandings before they grow. Set the tone by asking thoughtful questions, making space for honest feedback, and showing appreciation when people speak up.
Value Healthy Conflict: Embrace conflict as a catalyst for innovation and growth. When people see that respectful disagreement is welcomed, they become more confident in raising ideas that challenge the status quo. This builds deeper trust and leads to more meaningful communication and collaboration.
Address Issues Early: Tackle conflicts before they escalate. The earlier tension is acknowledged, the easier it is to resolve without causing division or lingering frustration. Waiting too long can turn simple miscommunications into larger breakdowns.
Set Clear Expectations: Define expected behaviors and communication norms to minimize misunderstandings and reduce conflict. When everyone understands how feedback should be given and received, it’s easier to stay focused on problem-solving instead of blaming and/or taking things personally.
Lead by Example: Show how to resolve conflicts effectively by listening actively, staying calm, and focusing on solutions. Your approach teaches others what respectful conflict looks like and builds confidence in how the team works through hard conversations.
Encourage Empathy: Promote understanding by urging team members to see situations from each other’s perspectives. This doesn’t mean agreeing with everything, but recognizing what others might be feeling or needing in the moment.
Facilitate Resolutions: Offer to mediate or guide discussions when conflicts arise, ensuring a safe and structured environment. Sometimes, your presence alone can help people stay grounded and focused on moving forward.
Reward Positive Actions: Recognize and reward effective conflict resolution behaviors, reinforcing their importance to the team. Whether through a thank-you, a quick debrief, or formal recognition, small acknowledgments can shift team culture over time. Show them you appreciate the effort.
While challenging, practicing conflict resolution supports both operational discipline and long-term direction at 3M. When leaders can approach tension with calm authority, they’re able to protect consistency, reduce rework, and keep teams focused on a shared vision. These moments are where leadership shows up most clearly—the way you respond to conflict sends a message about what truly matters.
Reflection Questions:
How can you ensure that conflicts are addressed early and effectively?
What strategies can you implement to encourage open communication within your team and colleagues?
Has there been a time when unresolved conflict led to negative consequences? What could have been done differently?
Strengthen your understanding of Conflict Resolution by sticking with the following resources. Use this opportunity to note new insights and adhere to practices that will enhance your leadership journey.
Dare to Disagree
Margaret Herrenan (TED Talk, 12:56)
The Truth About Being the "Stupidest" in the Room
Simon Sinek (2:16)
The Upside of Conflict
Podcast (35 Minutes)
Conflict Continuum
Patrick Lencioni (2:04)
