Workplace Conflict Resolution: Richard Birke of JAMS Pathways On How Team Leaders Can Create The Right Environment To Resolve Conflicts

Understanding the Basics of Conflict in Teams

In an interview conducted by Eric Pines of Authority Magazine, Rich Birke, a professional in conflict resolution and the chief architect of JAMS Pathways, shared his insights on workplace disputes. Drawing on decades of hands-on work with teams across various industries, Birke discussed the common causes of workplace conflict and strategies for addressing them effectively. According to Birke, misunderstandings and differing perspectives often trigger conflict in teams. Ineffective communication—when team members assume they’ve been clear but haven’t, or when misinterpretations arise—can amplify tensions. Perceptions of inequities, such as uneven workloads or a lack of recognition, can also contribute to workplace friction and diminish collaboration.

Strong communication approaches can help address these issues. Leaders can create an environment where team members feel comfortable raising concerns, fostering open dialogue to address disputes before they escalate. Conflict resolution techniques, including replacing judgment with curiosity and facilitating open discussions, can encourage more productive interactions. By addressing these underlying causes, team leaders may help improve team dynamics and resolve conflicts constructively.

Role of a Team Leader in Conflict Resolution

The role of a team leader in conflict resolution is pivotal in shaping team culture and addressing disputes. Birke emphasizes that leaders must model collaborative behaviors, demonstrating respect and open-mindedness in all interactions. Effective team leader conflict management requires balancing authority with approachability—being firm when necessary but empathetic when resolving issues.

For example, Birke recounts working with a surgical team where tensions between surgeons and nurses impacted both morale and patient care. The intervention focused on teaching the team how to engage in productive conversations, address grievances respectfully, and create protocols to clarify roles. The result was improved relationships, better communication, and enhanced outcomes for all stakeholders.

Leaders can contribute to conflict resolution by fostering environments that prioritize psychological safety. Rewarding team members for their conflict resolution skills, even when their efforts are subtle and behind the scenes, can also encourage a culture of collaboration. Ultimately, leading conflict resolution effectively requires a combination of emotional intelligence, patience, and proactive problem-solving.

Strategies for Creating the Right Environment

Creating the right environment for conflict resolution begins with building trust in teams. When trust exists, team members feel secure sharing their concerns or disagreements. Birke suggests practical steps such as running effective meetings, where agendas are distributed in advance, and discussions focus on interaction rather than passive listening.

Taking psychological safety seriously is another key strategy. Teams that lack this safety may avoid addressing conflicts altogether, leading to “quiet quitting” or inefficiencies caused by unresolved disputes. Leaders must also pay attention to fairness within the workplace. Even perceived inequities can erode morale, so addressing these proactively can help mitigate potential conflicts.

Conflict resolution training also includes integrating collaborative problem-solving into team workflows. By shifting the focus from blame to solutions, team leaders can foster a mindset of shared goals and collective success. When workplace conflict handling is approached as an opportunity to improve processes rather than a disruption, teams can emerge stronger and more cohesive.

Practical Tools for Team Leaders

Team leaders can implement several tools to enhance their conflict resolution techniques. One of Birke’s favorite approaches is to replace judgment with curiosity. Asking questions such as, “Can you tell me more about that?” encourages open communication and reduces defensiveness.

Conflict resolution services, when necessary, are another valuable tool. In cases where conflicts escalate, involving a neutral third party can help navigate sensitive situations and create actionable solutions. Leaders should also encourage team-building activities to strengthen relationships and reduce friction among team members.

Finally, developing emotional intelligence in leadership is essential. Leaders with high emotional intelligence can read the room, manage their reactions, and guide their teams through challenging discussions. By fostering these skills, team leaders can effectively manage and resolve team disputes, keeping the focus on shared objectives and long-term success.

Read more in the full interview here.