In remote work environments, conflicts can occur in subtle ways – misunderstandings from written messages, delayed feedback, unclear expectations, and misperceptions of others which can often arise due to underdeveloped interpersonal relationships. Without the benefit of face-to-face interaction, it’s easy for tensions to simmer beneath the surface.
Here are a few tips to help you and your team keep virtual conflicts in check and create a more harmonious remote team dynamic:
Take Time to Get to Know Each Other: When teammates know each other on a personal level, which often is a result of “around the water cooler” conversations that occur spontaneously when teams work with each other in person, they often build rapport that allows them to more easily navigate conflicts and to give each other the benefit of the doubt when problems arise. When teammates don’t know each other well on a personal level or don’t have the time to develop that rapport and trust, misperceptions about motives or personal behaviors due to differences in communication styles can run rampant. If in-person meetings aren’t an option, take time to meet virtually one-to-one or in small groups to have coffee together and talk about non-work-related interests, or start each meeting with personal “check-ins” so that team members share a bit about what’s happening in their personal lives. These activities build bonds between people which help build relationships and smooth interactions during times of stress or tension.
Prioritize Clear Communication: Ambiguity leads to confusion, and confusion left unclarified can lead to conflict. Be clear, concise, and intentional in your messages. Reinforce important messages often, orally during meetings and in writing. When you are in doubt about a communication from your boss or teammate, rather than engage in a back-and-forth dialogue through email or chat, hop on a video call to clarify key points.
Practice Active Listening: In virtual meetings, distractions are everywhere. Ensure everyone feels heard by focusing on their words, asking questions, and summarizing to confirm understanding. When interacting in virtual meetings, turn off notification bells, don’t multi-task, clear your desk of other work, and commit to being present with your teammates and others participating in the meeting.
Address Misunderstandings Early: Don’t let small issues snowball. If you notice tension, find a time to address it directly and calmly. Often, conflicts arise from simple misinterpretations which can be cleared up with a few questions asked of others. Be sure to ask questions out of curiosity and in an effort to understand rather than trying to affirm what you think you know or “trap” someone into a blame-based conversation. Try to be aware of your tone of voice and avoid “trigger” words that carry judgement or blame.
Use Video for Sensitive Topics: Body language and tone of voice are critical in sensitive discussions. When addressing tension or conflict, video calls with your camera turned on are much better than email or chat—visual cues help convey empathy and build rapport. Be aware that discussing any sort of conflict can cause uncomfortableness and cause anxiety. Try to find a good time for conversation when everyone involved can focus without distractions and have time to process afterward.
Establish Team Norms: Create guidelines for communication and conflict resolution. Setting expectations on how to handle disagreements will reduce friction and keep everyone aligned. This might mean setting aside time for a virtual team meeting to discuss concerns about conflicts, offer ideas for how to approach one another if problems arise, and create a set of best practices for how to approach each other when there is disagreement.
In remote work, the key to resolving conflict is to stay proactive and create space for open, honest conversations. Everyone needs to work together to foster a healthy virtual team culture.