A LEADER’S GUIDE TO

CONFLICT RESOLUTION

www.PeopleKeys.com | www.DISCinsights.com
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NO OFFICE IS IMMUNE TO PERSONALITY
CLASHES. HOW WILL YOU REACT WHEN
CONFLICT HAPPENS?
Consulting Psychologists Press (CPP) commissioned a study on conflict in the workplace. They
surveyed 5,000 workers with the hopes of better understanding the degree to which clashes between
employees affected the workplace. Here's what they found: 1

• 85% of employees are affected by workplace conflict

• The average American employee spends 2.8 hours a week dealing with conflict
• 76% of US workers have gone out of their way to avoid a colleague because of conflict

From looking at the research, it's clear that many people are directly and indirectly affected by
personal conflict in the workplace. In addition to the broad scope of the problem, research also shows
serious consequences associated with unresolved workplace conflict.
Most commonly, it's found to be a direct trigger of:

• Stress
• Anxiety
• Lost productivity
• Absenteeism
• Employee turnover
• Complaints from clients and coworkers
• Lawsuits

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 HERE’S THE GOOD NEWS -
Whether conflict is something that you have to deal with in a managerial
position or individually due to unresolved differences between you and a
coworker, there are concrete ways of addressing the problem.

One specific finding from the CPP study can be of particular help when approaching the problem of
workplace conflict. When asked to identify what they felt was the primary cause of conflict in the
workplace, 49% of workers surveyed by the CPP attributed the problem to a single cause: personality
clashes.

If nearly half of office conflict hinges on a difference in personality, wouldn't it follow that roughly half
of interpersonal conflict could be solved by promoting an understanding of how different personality
types interact? When introduced into the workplace, DISC and other personality testing tools can
shed light on why people behave the way they do. DISC is an excellent way to foster empathy and
understanding between dissimilar colleagues and provide concrete tools for resolving differences of
opinion in a productive manner. Learning how to work with different personality types is an important
skill—one that, when encouraged in the workplace, will make the environment more harmonious and
productive.

Conflict is going to happen. That's the nature of a fast-paced environment where different people from
different backgrounds are asked to collaborate. Preventing conflict isn't always possible, but it is
always possible to find a productive way to deal with conflict. When conflict is mishandled, productivity
suffers. When handled constructively and proactively, it can be a growth experience for everyone
involved that increases creativity, efficiency, output, and morale.

Here's one final number for you: The CPP found that 7 out of 10 employees defined conflict resolution
as a "critically important" leadership skill.

How sharp are your conflict resolution skills?

This eBook aims to help you learn how to make constructive connections between DISC personality
types and conflict to improve how you deal with personality clashes in the workplace.

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USING DISC TO EMPOWER A CULTURE OF
HEALTHY CONFLICT MANAGEMENT
Conflict in the workplace is inevitable and a strong indicator of diversity in thinking and active
employee engagement. Many employees spend more hours with their colleagues than they do with
their own families. Disagreements are bound to arise, especially during times of budget constraints,
increased production, and tight deadlines. Sometimes, differences can get out of hand and turn into
unhealthy conflict. While some organizational cultures shy away from dealing with conflict directly,
leaders find unique ways to approach it head-on. Unfortunately, not all employees have an equal
ability to manage or resolve conflict. People in positions of authority are generally responsible for
managing or resolving conflict amongst peers and subordinates. Without knowing individual and team
DISC styles, conflict is likely to go unresolved, leading to an environment of distrust and dissension
among teammates.

Equip Your Team to Handle Conflict

As a leader, here are three steps you can take to utilize DISC to equip your teams to resolve conflict
before it becomes unmanageable:

1. Request all personnel to take a DISC assessment, with particular emphasis on the
workplace environment. Ask employees to showcase their style where others can view it.
Encourage displays that allow individualization and creativity. The open display of one's
personality creates a foundation of honesty and transparency by acknowledging and
embracing individual and team strengths and differences.

2. Host a team building session to review DISC

assessments and facilitate discussions that
highlight different characteristics of the four primary
DISC styles. During the discussion, identify how each
personality is most likely to experience conflict and
develop a few conflict mitigation and resolution
strategies the team can refer to in the future. Post them
in common areas and distribute them to all members for
individual reference, establishing shared knowledge and
a common language that serves as an accountability
tool.

3. Incorporate DISC style reviews into team meetings, employee feedback sessions, and
performance reviews. While not a measure of the performance itself, it can offer valuable
insights, identify blind spots, and eliminate barriers to higher performance or success.

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Anticipate How Each DISC Style May React
You will also likely have to manage the initial conflict
experienced before the assessment is even administered.
Take your DISC assessment first to equip you better to
respond to the diverse personalities in the workplace.

To prepare yourself for implementation, here are some style-specific responses you can expect from
your DISC-diverse employees:

• The high "D"

Conflict doesn't bother me; people need to stop being so sensitive. I'll have my results for
you by the end of the day.

• The high "I"

If we can all talk about what bothers us, we can figure it out together! I can't wait to see
everyone's personality results!

• The high "S"

Do we have to share our results with everyone? I would feel more comfortable if we could
do this with a partner. Maybe we can work in smaller groups? Can we choose our own
partners?

• The high "C"

How long do we have to complete this assessment? Will this take priority over my current
task list? Do you want my results printed or sent to you in an e-mail?

Some will be resistant to the idea, while others will embrace it. However, everyone will learn
something about themselves and others, ultimately helping your team. When conflict arises, observe
how the newly acquired knowledge is applied at the lowest level before you need to get involved.
With DISC, you can equip and empower your organization to transform from a mindset of conflict
avoidance into a culture of healthy conflict management and resolution.

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TOP 10 TIPS FOR CONFLICT RESOLUTION
Different personality styles tend to clash, and knowing your personality style and those around you
can help diffuse rather than light-a-fuse situations. Here are ten tips for conflict resolution using DISC
and behavioral awareness:

1. Identify the personality type of the person you are in conflict with and adjust your approach
accordingly.
2. Never confront someone with a "C" personality the same way you would someone with a "D"
personality. Direct confrontation will make someone with a "D" personality respect you, but it
will cause a "C" personality to avoid you.
3. If you have a "D" personality, remember that an argument isn't a competition. There doesn't
have to be a winner and a loser.
4. When confronting an "I" personality, start with something positive. Begin the conversation with
a compliment or a funny anecdote to lead to a more productive discussion.
5. If you have an "I" personality, when someone approaches you with a problem, make a
conscious effort to listen without interrupting. Sometimes people just want to know they're
being heard.
6. Be mindful of what you ask of "S" personality types. They dislike dramatic change. They also
like to please others and will often over-promise.
7. Don't let problems fester. Unresolved conflict often has a ripple effect on those around you.
For example, "S" personalities need a peaceful, harmonious environment to thrive. If there is
conflict in the workplace, it affects them deeply, even if they aren't directly involved.
8. If you have a "D" personality, choose to approach conflict assertively, not aggressively.
9. Conflict is never resolved when only one person's needs are met.
10. If you need someone to help mediate a conflict, an "S" personality would be a perfect choice.

The key to conflict resolution is understanding and

communication. Once you can understand where
another person is coming from, you can begin to find
common ground.

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Here are some additional quick tips to keep in mind and practice for the next time you need to
resolve a bad situation:

1. Remove blind spots.

We all have blind spots. It's essential to set
aside your own bias and understand the
viewpoint from the other person's perspective.
If you've taken the PeopleKeys' Introduction to
Behavioral Analysis course, you'll recall the
Johari Window. The Johari Window, also
known as the "trust model," shows us how
removing blind spots can build trust and open
communication. Asking open-ended questions
to get the other person talking will help reveal
what they believe the issue to be and help you
understand where to go from there. Conflict
sometimes occurs simply because someone
just wants to be heard or understood.

2. Keep the end goal in mind.

As a leader, you are responsible for staying in control of the situation and being fair in moving toward
a positive outcome. Ask yourself: "What can I do to make this a win-win situation?" Make sure all
issues are laid out on the table to be addressed. Keep your emotions controlled - take a deep breath
and remain calm and assertive (but not aggressive). It is just as important to actively listen to what
the other person is saying as it is to talk it out. Employ good listening skills and solicit feedback to
confirm you truly understand the message the other person is trying to get across. If appropriate,
empathize and be sincere in both your verbal communication and body language.

3. Recognize and understand the DISC style of the other person.

Recognizing the personality style of the person in opposition will reveal some vital knowledge about
them which will help you stay in control of the situation. If you don't already know the DISC style of
the person in conflict, in the "remove blind spots" stage make sure to ask open-ended questions to
help determine whether this person is passive (S or C) or active (D or I) and whether they are task (C
or D) or people-oriented (S or I). Knowing the fears, strengths, limitations, and how to best
communicate (or how NOT to communicate) with each style will make it easier for you to augment
your style to move with them in a way they will understand and react more favorably.

4. Come up with an action plan and follow through.

Look for common ground in your discussion. Whether it is a one-and-done situation or requires
additional resolution, it is essential to work out a plan of action together and develop solutions to build
upon your relationship and resolve your conflict fairly. Determine a time to follow up with the other
person to ensure no other issues need to be addressed. It would be great if all quarrels ended in a
win-win for both parties. Unfortunately, there are times when this is unlikely, and either both parties
walk away with a severed relationship or another means of resolution will need to be sought after.

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SPECIFIC DISC STRATEGIES FOR CONFLICT
RESOLUTION
It's important to remember that personality differences are often the primary triggers of conflict. Your
personality style is a huge factor in how you approach tasks and interact with others, and when you
encounter someone who doesn't share your approach, it can be highly frustrating. DISC can be used
to anticipate how different personality types will act in stressful situations. When you anticipate a
reaction, you can adopt strategies to put that person at ease. At the very least, once you use the
DISC model of human behavior to recognize that many of the actions you dislike in another person
are instinctual, it goes a long way to fostering tolerance and understanding. Here is a simplified guide
to how colleagues can work together even when they don't see eye to eye.

1. If you have a conflict with a person with a “D” personality, don’t be afraid to
approach your disagreement head on.
Strong-willed "D" style personalities can sometimes be a bit intimidating, especially to confrontation-
adverse personality styles. The good news is that you don't need to be afraid of talking to someone
with a "D" personality about a problem you're having with them. Confrontation, when handled
respectively, is something that "D" personalities typically respond very positively towards. "D"
personalities prefer to bring conflicts out into the open so they can get them out of the way quickly.
They will respect you for handling your differences in a direct way.

2. Conflict with “I” personalities is best handled with a light touch.

People with I-style personalities are outgoing and energetic. They love interacting with other people
and are genuinely happy to talk with anyone, anywhere. However, there is one thing that "I"
personalities cannot stand: rejection. If an "I" personality feels like you personally dislike them, it will
only exacerbate any problems you're already experiencing. Tackle a discussion about any issues you
have with an "I" personality only after you've positively approached them. Start with a compliment or
an anecdote. When you talk about your issues, keep your sense of humor and don't lose your cool.
They will respond better to a friendly discussion than a direct confrontation.

3. When you have a conflict with an “S” personality, try working together to find
common ground.
People with "S" personalities value harmony and are excellent peacemakers. They want everyone to
be happy and strive to create an environment where everyone works together positively. The danger
of confronting an "S" personality with a problem is that they will agree to make a change to keep the
peace between you but may be unable (or unwilling) to follow through with the request in a
meaningful way. They are much more likely to act on a compromised solution—one where you both
resolve to work together to make changes. When you talk to an "S" personality about a problem, start
by focusing on things you agree on, not where you disagree. Offer a good compromise, and it will get
you far.

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4. If you have a conflict with a “C” personality, attack the problem not the
person.
"C" personalities are organized and controlled. They take their time completing tasks accurately, like
to research things thoroughly, and are always prepared. Because they put so much time and effort
into everything they do, they hate to be criticized. They are perfectionists at heart and take even the
most minor complaint personally. This makes them extremely difficult to confront. The best approach
is to focus on parts of the problem primarily out of the "C" personality's control or aspects of the
problem they might not have considered. Make it clear that you appreciate all of their efforts and that
you're bringing something to their attention because it's a variable they need to have in the equation
in the future. No matter what, don't frame the conflict as a personal attack. If you do, the "C"
personality will likely become resentful and go out of their way to avoid future interactions with you.

The key to conflict resolution is understanding and communication. Once you can understand where
another person is coming from, you can begin to find common ground. If you can compromise in
conjunction with speaking each other's DISC language, you can get back on track toward harmony
and peace.

DISC helps us understand why a person does the things they do and how they want to be spoken to.
Armed with this knowledge, you can resolve and prevent interpersonal conflicts like a champ.

Take your conflict resolution skills one step further and become the people expert in
your organization through DISC certification. Click here to learn more about how you
can join the network of PeopleKeys® Certified Behavioral Consultants today!

References:

1. CPP Global – Human Capital Report, “Workplace Conflict and How Businesses Can Harness It to Thrive,” July 2008 -
https://www.themyersbriggs.com/Search/-/media/f39a8b7fb4fe4daface552d9f485c825.ashx

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