Conflict is a natural part of work—but how you handle it can define the culture of your organization.
In his recent article for Contact Center Pipeline, "Navigating Workplace Conflicts", Richard Birke, Chief Architect of JAMS Pathways, explores how unchecked conflict not only disrupts workflow, but deeply impacts morale, retention, and the overall psychological safety of a team.
“Conflict is not inherently bad,” Birke writes. “In fact, it often signals the need for change, clarity, or deeper connection. The challenge is how we respond.”
The Hidden Cost of Avoiding Conflict
Research shows that employees spend up to 2.8 hours per week dealing with conflict—amounting to billions in lost productivity annually. But the real cost is cultural:
As Birke highlights, it’s not conflict itself that damages teams—it’s avoidance, mishandling, or reactive approaches that lack strategy and empathy.
The JAMS Pathways Approach
At JAMS Pathways, we believe that conflict is a gateway—not a roadblock.
Our neutral facilitators and conflict resolution specialists are trained to uncover root causes, guide teams through structured dialogue, and build long-term solutions tailored to each organization’s needs.
We specialize in:
- Restoring team trust after high-tension incidents
- Coaching leadership through sensitive personnel challenges
- Designing long-term culture change strategies
- Supporting DEI and psychological safety initiatives
- Preventing litigation through early, proactive resolution
Real Transformation Starts with the Right Tools
Unlike traditional mediation or one-time HR interventions, our programs are grounded in research-based methods and decades of field experience. Richard Birke’s framework reflects this philosophy—treating conflict not as a distraction, but as data that can inform stronger systems, leadership, and team dynamics.
Want to see it in action? Explore more about our methodology and solutions at JAMS Pathways.
Let’s Start the Conversation
Are workplace conflicts getting in the way of your team’s success? Contact us today for a free consultation or explore tailored solutions for your organization.
Disclaimer:
This page is for general information purposes. JAMS makes no representations or warranties regarding its accuracy or completeness. Interested persons should conduct their own research regarding information on this website before deciding to use JAMS, including investigation and research of JAMS neutrals.
