Q&A: Managing Conflicts in the Workplace: Can AI help? With Daniel Margolis

“Think of AI as a powerful player on your team, but remember that you, as the HR professional, are the goalie.”

Workplace conflict is inevitable; it’s not something that can be eliminated. Instead, the focus should be on effective conflict resolution. In fact, 9 out of 10 people have encountered a “toxic” colleague in the past five years. This pervasive issue can significantly hinder productivity and lower employee morale.

With the advent of AI, there is a curiosity about if and how this technology can assist in managing workplace conflicts. AI’s capability to analyze vast amounts of data and identify patterns, including tone of voice, suggests it could play a role in conflict management. However, like any new technology, AI comes with its own set of risks.

We talked to Daniel Margolis, Founder and CEO at RegencyHR LLC, to dig deeper.

Table of Contents

Understanding Workplace Conflicts

Q: Let’s start by setting some groundwork. What are some common conflicts that can arise in the workplace?

Daniel: There are a few things that always come up when you have humans together in the workplace. It’s natural; there’s going to be some type of conflict. Sometimes conflict is good as it leads to energy that then leads to resolution. But conflict is inevitable, and it’s not always bad. People should voice their opinions, and there should always be an environment where different thoughts and ideas can be shared. However, the idea that everything will always go smoothly when you have people together is just not human nature.

The biggest and deepest-rooted issue is interpersonal conflicts. These conflicts are usually based on communication styles or how information is received by another person. It often comes down to differences in work styles. People should be conscious of how they are being interpreted or how someone is interpreting their information, but sometimes we have blinders and don’t realize this.
Another common issue is performance issues and misaligned expectations. These arise from misunderstandings about what the work or expectations are. In both startups and larger organizations, ambiguity about responsibilities can cause conflict. This is where HR and managers need to collaborate to ensure jobs are understood, roles are clear, and responsibilities are defined. I’ve often consulted with organizations that haven’t updated job descriptions in years.
Finally, cultural diversity issues can cause conflict. Different cultures come together in the workplace, and this can include generational differences or different cultural backgrounds. Understanding and valuing these differences is crucial to avoid conflict. For example, I’ve noticed that in New York or Boston, meetings often get straight to business after a brief chitchat. However, in other locations, meetings might involve getting to know each other for a significant amount of time before discussing business. Being sensitive to these cultural norms is important to avoid being considered rude and to prevent conflict.

Q: How can workplace conflicts affect the work environment and employee productivity?

Daniel: Conflict in the workplace can significantly impact productivity and overall work dynamics. When conflict arises, it often diverts time and energy away from actual work, leading to decreased productivity. Interpersonal conflicts, in particular, can halt progress on projects and services as team members focus on resolving their issues rather than completing tasks.

Collaboration suffers as well. Conflicts can cause avoidance behaviors, where team members are less willing to work together. This is especially problematic in our increasingly remote work environment. It’s easy to avoid collaboration by turning off cameras during virtual meetings or multitasking, which leads to further disengagement and lack of cooperation.

Additionally, conflicts can lower morale and job satisfaction. When employees are unhappy and stressed by unresolved conflicts, their spirits drop. Studies show that job satisfaction levels can be alarmingly low in some organizations, with up to 75% of employees reporting dissatisfaction. With an already low level of job satisfaction, this can then lead to increased absenteeism as employees seek to avoid a toxic work environment.

Turnover is another significant consequence. High turnover rates disrupt productivity, as new employees need time to get up to speed. This cycle of hiring and training new staff can be costly and time-consuming for organizations. Understanding the root causes of turnover, including workplace conflict, is essential for maintaining a stable and productive workforce.

AI Intervention in Workplace Conflicts

Q: Do you think AI can mediate conflicts better than humans?

Daniel: No, AI should absolutely never replace humans; it should solely be viewed as a tool to assist you. AI can help establish processes and integrate into workflows, but ultimately, a human needs to interpret and trust the insights it provides. It can help identify patterns, best practices, and make suggestions, but it doesn’t replace human intuition, and I hope it never does.

If you’ve ever seen the movie 2001: A Space Odyssey, you’ll know what I mean. In the film, the AI on the spaceship eventually takes control and blocks the human operator. This scenario, though fictional, underscores the importance of keeping human oversight in the loop.

We’ve had AI concepts and versions for many years, but today it’s more prominent because it’s become more intuitive and easier to use. It’s a great tool, but it’s important to remember it’s just that—a tool.

Daniel: Absolutely. AI offers several ways to help resolve and avoid conflicts. For example,

In performance management systems, AI can be embedded to analyze the tone of written reviews. This means that when someone writes a review, AI can check the tone to ensure it’s constructive rather than confrontational.

Managers writing performance reviews should be educated on how to write effectively, and there should be training for this. While we strive for perfection, AI can help by detecting tones and biases in performance reviews. It can identify patterns, such as a manager consistently giving lower ratings compared to others. For example, if one manager, John, gives consistently poor reviews while another, Mary, gives glowing reviews, AI can highlight these discrepancies. This allows HR to investigate potential underlying issues. HR can then work with managers to address these inconsistencies and provide guidance.

Additionally, AI can be integrated into email systems to review the tone of communications before they are sent out. If it detects passive aggression or anger, it can suggest changes. This proactive measure helps maintain a positive and professional communication style, reducing the chances of conflict.

Another example is Grammarly, a well-known tool, that can check tone and make suggestions to ensure communication remains professional and non-confrontational. I had an HR manager dealing with an employee who had ongoing performance issues and was becoming increasingly agitated. The manager’s emails, although well-intentioned, often came across as aggressive. I suggested she install a tool like Grammarly to help her monitor the tone of her emails. This tool provided real-time feedback and helped her communicate more compassionately and effectively.

Another useful tip is to leverage tools like ChatGPT for tone analysis. This can help you craft a better response, making your communication more effective and empathetic. Sometimes the language generated can be a bit choppy, so it’s important to make the final version your own. These tools are beneficial when you’re struggling with how to communicate effectively and compassionately.

Q: What ethical considerations and risks should HR be aware of when using AI for conflict resolution?

Daniel: The algorithm of an AI tool is not perfect. It’s based on data points that could lead to false information. It’s important to remember that AI is not the end-all-be-all solution. The human element must come into play to assess whether the AI’s suggestions reflect actual bias or if there are other underlying factors.

For instance, if an AI tool detects a pattern where one department rates employees lower than others, it’s essential to consider whether that department consists of new employees who are still learning and developing their skills. Comparatively, a well-established department might perform better due to its experience and established workflow. The key is to use common sense and think outside the box rather than relying solely on AI’s findings.

Additionally, it’s crucial to partner with HR and IT to ensure data security. While AI can provide valuable insights, sensitive information must be protected. Ensure strict protocols are in place to safeguard personnel files and any data processed by AI tools. For example, digitizing paper records and implementing multi-layer security measures to restrict access to sensitive information are vital steps. Collaborate with IT to secure the AI systems and ensure that all data is locked down and protected from unauthorized access.

Daniel: One time, I worked with an organization facing two significant issues: low morale among managers and the need for succession planning for those nearing retirement. We needed to plan their exit and find the next leaders. So, I provided supervisory training for all managers, covering various topics, including conflict resolution and team leadership. The training was very interactive, held in their large auditorium, and included hands-on activities.

After each session, I spent an hour or two with the CEO and the HR director to discuss feedback and plan the next steps. We identified what additional training each manager needed, which we provided through online modules. We also discussed the succession plan for each department and identified potential leaders.

While this might seem daunting, AI can simplify the process. For instance, you can use tools like ChatGPT to create individualized development plans and communication strategies. You can prompt ChatGPT with specific scenarios, such as conflicts in the workplace or succession planning needs, and it can suggest solutions and prepare checklists.

Q: What are some key takeaways that other HR professionals can learn from?

Daniel:

Addressing the Root Cause of Workplace Conflict

Firstly, it’s essential to understand the nature and source of the conflict. To genuinely resolve these issues, it’s crucial to dive deep into the reasons behind workplace conflicts. Are the conflicts due to personality clashes, lack of training, job ambiguity, or employees feeling overworked?

Consulting with an HR professional who can provide insights into best practices for conflict resolution is beneficial.

Utilizing Existing AI Tools

Often, businesses already have tools and systems that can assist with conflict resolution but need to fully utilize them. An HR consultant can help you leverage these existing tools effectively. AI can play a crucial role here by helping identify patterns and potential biases, combining this data with the human element to create a comprehensive approach.

Training and Best Practices

Training is vital. Many employees and managers need to know best conflict resolution practices. Combining training with AI tools ensures that everyone understands how to handle conflicts effectively. If your organization lacks internal resources, an HR consultant can analyze and recommend the best implementation tools and training programs.

Pilot Programs

It’s advisable to start with a pilot program. Select one department to implement conflict resolution practices and tools and monitor the outcomes. This pilot can provide valuable insights and help refine the approach before rolling it out across the entire organization.

Continuous Improvement

Finally, continuous improvement is essential. Regularly review the effectiveness of the conflict resolution strategies and make adjustments as needed. AI tools can assist in providing ongoing feedback and data to support this process.

Addressing workplace conflicts requires a deep understanding of their root causes and a collaborative approach to resolution. By leveraging AI tools and ensuring that managers are equipped to provide proper training, organizations can create a more harmonious and productive work environment. Regular feedback and continuous improvement are key to maintaining this balance and ensuring long-term success.

Q: How do you see the role of AI evolving over the next five to ten years?

Daniel: Well, it’s clear that AI will become increasingly integrated as a valuable tool in HR. However, HR professionals need to embrace these tools and learn how to use them effectively.

The key is not to fear AI but to explore different vendors and their AI capabilities based on the specific problems you need to solve. For instance, if you need to improve your performance management system, look at vendors that offer AI integration and see how these tools can enhance your existing processes.

While AI can offer significant benefits, such as integrating emotional intelligence and improving communication, it won’t be perfect. Think of AI as a powerful player on your team, but remember that you, as the HR professional, are the goalie.

Your role is to ensure a human element in every decision and set guardrails to prevent AI from making unchecked decisions.