[This article was originally published in 2009]
We [Psychometrics Canada] surveyed Canadian Human Resource professionals to identify the causes and effects of workplace conflict. As expected, our study found that almost all HR professionals (99%) deal with conflict. The most common causes of conflict are warring egos and personality clashes (86%), poor leadership (73%), lack of honesty (67%), stress (64%), and clashing values (59%).
These conflicts frequently result in negative outcomes. Three out of four have seen conflict result in personal insults and attacks, and 43% have witnessed someone being fired. 81 % of those surveyed have seen conflict lead to someone leaving the organization, and 77% have seen it result in sickness or absence.
Yet workplace conflict can also have benefits. HR professionals have seen conflict lead to better solutions to problems and challenges (57%), major innovations (21%), increased motivation (31%), a better understanding of others (77%), and higher work team performance (40%). Clearly, conflict is not always harmful, but can add to the success of an organization.
The challenge is managing conflict in a way that leads to positive conclusions. Given the number and frequency of negative outcomes of conflict, and the impact of the positive ones, it is not surprising that nine out of ten people rate the ability to handle conflict as a very important or critical leadership skill.
However, there is a serious gap between the importance of conflict management skills and the effectiveness of current leaders. 18% of those surveyed indicated that current management and leadership is not at all effective at dealing with conflict, and 63% said that they are only somewhat effective. This finding shows that there is a lot of room for improvement in the management/leadership ranks when it comes to dealing with conflict.
Those surveyed said that Canadian managers can do more to deal with conflict effectively. Recommendations include: manage toxic individuals more firmly (75%), provide more clarity about their expectations (77%), and model appropriate behavior (84%). These recommendations seem to be no-brainers, suggesting that when it comes to dealing with conflict, some managers are avoiding an important part of their job.
Our study demonstrates that conflict has negative causes and negative outcomes. It is apparent that conflict is not easy to handle. Yet when properly managed, conflict can lead to improved personal relationships and better organizational performance. If organizations invest in conflict management training, leaders can harness conflict’s creative energy.
Shawn Bakker
© 2009 Psychometrics Canada Ltd.
Download the complete study along with tips for managing conflict.
2026 Update
There are a variety of assessments available to employers and team leaders that can help identify the sources of conflict and how to deal with it, because as always, There’s A Test For That!
Some of your options include:
- Conflict Strategies Inventory
- Dealing With Conflict Instrument
- Team Skills Test
- INSIGHT Inventory Series
- Parker Team Player Survey
- Problem-Solving & Decision-Making Profile
- Adventure Simulation Series
- Social Personality & Skills Assessment
- Interpersonal Communications Test
- Creativity & Problem Solving Aptitude Test
- Negotiating Style Profile
For more on this topic see The Cost of The Toxic Workplace
David Towler is President of Creative Organizational Design, a firm offering nearly 50 years of expertise specializing in employee assessments and has over 5000 different tests available. Creative Organizational Design has assessments designed to help employers screen out other people’s rejects, assess skills, aptitudes, attitudes, and ‘fit’ within an organization. For more information about the many options available and to obtain expert help in selecting the best tools for your needs please contact us because no matter what personnel challenges you’re facing – there’s a test for that! Please send comments about this article to dtowler@creativeorgdesign.com.