Workplace conflicts happen—it’s just part of working with people. As an office manager, you’re often the go-to person for keeping things from boiling over and helping everyone get back on the same page. Whether it’s a disagreement between coworkers, frustration over office policies, or just a simple miscommunication, knowing how to step in the right way can make a big difference. This cheat sheet gives you key phrases and smart strategies to help you defuse conflicts quickly and keep things running smoothly.
Key Phrases for Conflict Resolution
Active Listening:
- “I hear what you’re saying, and I appreciate you sharing your perspective.”
- “It sounds like you’re feeling [frustrated/upset/concerned] about this. Let’s work through it together.”
- “Can you help me understand more about what’s bothering you?”
Defusing Tension:
- “Let’s take a moment to pause and refocus on a solution.”
- “I understand this is a frustrating situation. Let’s see what we can do to move forward.”
- “We all want the best outcome here—let’s find some common ground.”
Encouraging Collaboration:
- “How can we work together to resolve this?”
- “What would be a fair solution for everyone involved?”
- “I value both of your input—let’s brainstorm a way to meet in the middle.”
Clarifying and Reframing:
- “What I hear you saying is [summarize their concern]. Did I get that right?”
- “Let’s focus on the main issue so we can find a solution.”
- “Instead of looking at what went wrong, let’s talk about what we can do differently moving forward.”
Strategies for De-escalating Workplace Conflicts
- Stay Neutral – Avoid taking sides. Your role is to facilitate resolution, not assign blame.
- Encourage Calm Communication – If emotions are running high, suggest a short break before discussing further.
- Listen Actively – Give each party a chance to speak without interruption and acknowledge their feelings.
- Ask Open-Ended Questions – Help employees express their concerns clearly without assumptions.
- Focus on Solutions, Not Problems – Shift the conversation toward resolution rather than dwelling on the issue.
- Clarify Misunderstandings – Many conflicts stem from miscommunication; repeating key points can help avoid confusion.
- Follow Up – Check in with those involved to ensure the resolution is working and no lingering tensions remain.
By using these phrases and strategies, you can confidently navigate workplace disputes and foster a more collaborative and respectful work environment.