Most people join the restaurant industry because they love food and hospitality. But what happens when their roles inevitably become more about managing people? Dealing with interpersonal conflict becomes a daily grind. In the high-stakes, high-stress environment of restaurants, workplace politics, gossip and clashing personalities are common. And bringing personal stress into the mix only fuels the fire. As a restaurant and hospitality veteran with over 15 years in the industry, I witnessed firsthand the detrimental effects of unresolved conflict and disengaged teams, and EM-PATH was born from the recognition of this challenge to offer a transformative approach rooted in empathy.
What is Conflict Resolution?
Conflict resolution is the process of addressing disputes and finding mutually agreeable solutions generated by the parties in conflict. It involves understanding different perspectives, finding common ground, and developing strategies to move forward. For managers, it’s about turning conflicts into opportunities for growth and collaboration.
The Growing Need for Conflict Resolution
Gartner Inc.’s recent report highlights a pressing issue: conflicts between employees are reaching unprecedented levels. With geopolitical crises, labor strikes, climate change, and pushback to DEI efforts, the workplace is a breeding ground for disputes.
“Managers who can effectively navigate and manage interpersonal conflict among employees will have an outsize positive impact on their organizations; the question is how many really feel trained and prepared to do so,” says Peter Aykens, Chief of Research in the Gartner HR practice.
Why Conflict Resolution Matters
Unresolved conflicts lead to disengaged employees, poor communication, “quiet quitting,” and high turnover rates, proliferating toxic “in-group vs. out-group” dynamics. It can also have a direct impact on your organization’s bottom line in the following ways:
- Productivity Drops: Managing unproductive conflict can waste 2.8 to 4.0 hours per week/per employee (CPP).
- Increased Turnover: High levels of internal conflict account for up to 48% higher turnover rates (SHRM).
- The Price of New Hires: Replacing an entry-level employee can cost 30-50% of their annual salary (Chartered Institute of Personnel & Development). Replacing mid- to senior-level employees can cost up to 150% of their annual salary (CIPD).
- Profit Loss: Misalignment among senior leaders can lead to poor operational decisions, compromising up to 3% of profits (Gartner).
When conflicts are managed well, teams become more cohesive, productivity increases, and job satisfaction improves. Conflict resolution isn’t just a nice-to-have; it’s essential for a thriving workplace culture.
This is where understanding your conflict resolution style can help.
Understanding your style and those of your team members can significantly improve how you manage disputes. In the 1970s, psychologists Kenneth Thomas and Ralph Kilmann developed the Thomas-Kilmann Model that identifies the following five conflict management styles:
- Avoiding: This style involves sidestepping the conflict, which can be appropriate when the issue is trivial or when more information is needed.
- Accommodating: This style prioritizes the other party’s needs over one’s own. It’s effective when maintaining harmony is more important than the issue at hand.
- Compromising: This style aims to find a middle ground. It’s useful when the solution needs to be fair and equitable.
- Competing: This style is assertive and uncooperative, focusing on winning the conflict. It’s effective when quick, decisive action is needed.
- Collaborating: This style seeks to find a win-win solution, fostering mutual respect and understanding. It’s ideal for complex issues where everyone’s input is valuable.
Knowing your conflict style can help you improve communication, manage your emotions, adapt your behavior, stress less, remove emotion from the issue, stop thinking in black-and-white terms of right and wrong, and take the actions of others less personally. This frees up emotional bandwidth and encourages a more balanced and positive workplace.
Curious about your conflict resolution style? Take a brief self-assessment to discover how you handle conflicts and learn how to leverage your style effectively.
Elizabeth Meltz is the founder of EM PATH, which provides consulting services focused on small to medium-sized restaurant + hospitality organizations. EM PATH’s mission is to empower founders, leaders, and teams to overcome internal conflicts, enhance communications, and cultivate a positive workplace culture.
