Many business owners dread workplace conflict, seeing it as a disruption or a sign of dysfunction. But here’s the truth: conflict is a good thing.
A team that never disagrees is either disengaged or too afraid to speak up. The last thing you want is a group of “yes-men” who avoid difficult conversations which then affects creativity, thus your revenue.
I often see my clients struggle with conflict in their businesses. I get it, it’s uncomfortable. It’s frustrating.
But instead of thinking, “Ugh, I have to deal with this mess,” shift your perspective to “What’s the real issue here? What’s missing?”
Conflict isn’t just a problem—it’s an opportunity to uncover misalignment, inefficiencies, or unmet needs.
As the owner, you’re often the one mediating conflict.
Mastering NVC helps you get to the heart of the issue faster, diffuse tension, and turn workplace disagreements into opportunities for stronger collaboration. The goal isn’t to eliminate conflict—it’s to use it as a tool for growth and alignment
One of the best frameworks for handling workplace conflict comes from
Nonviolent Communication (NVC) by Marshall Rosenberg. I use this with my clients in group trainings and it transforms the way they handle difficult conversations. NVC is based on four key steps:
Observation – Identify what’s actually happening without judgment. What action or behavior is causing tension?
Feelings – Pinpoint the emotions involved. How is this situation making your employees feel?
Needs – Understand the underlying need that is driving those feelings. What’s really at stake?
Requests – Create a clear, actionable request to resolve the issue. What specific step can be taken to improve the situation?
Example: Your receptionist is frustrated because staff members keep submitting incomplete client profiles, causing delays. Instead of just telling them to “be more thorough,” use NVC:
Observation: “I’ve noticed that some client profiles are missing key details, which slows things down at the front desk.”
Feelings: “It sounds like you’re feeling frustrated because it creates extra work and affects the client experience.”
Needs: “I see that you value efficiency and clear processes, while the staff might be rushing or unaware of the impact.”
Request: “Can we adjust the schedule so there’s more time between clients for the staff to complete the profiles fully before they’re submitted?”
Here's the key important thing about all this do not skip any of these steps or try to create shortcuts. When you do that you will be missing a key sequence to making sure everyone feels heard and validated. This takes a real conscious effort to practice it. So if you are smart, have this cheat sheet handy on your desk. This will save you alot of future headache!
The next time conflict arises in your business, take a deep breath and ask yourself: "What growth opportunity is presenting itself here?" Your willingness to lean into these moments, rather than avoid them, could be the key to unlocking your team's full potential—getting you one step closer to ridiculously loyal customers.
If you’re ready to build a dream team that collaborates, communicates, and truly supports your vision, it all starts with hiring the right people—one great hire at a time.
I just released my Hiring Mastery Course to walk you through exactly how to do this. Because hiring isn’t just about filling a position—it’s about creating a team that thrives together.
Right now, you can get it for the special launch price of £97 before it increases to £297. So don’t wait—check it out now and start building the team that will take your business to the next level!
Remember, it's not what you do but how you do it! Style supersedes everything!
As always, I am here to help you get ridiculously loyal customers, so let's get to it!
