Conflicts at work: why do they seem to escalate and how can they be managed?
This is a topic that is rarely discussed in DEI: the more diverse a workplace is, the more likely it is that tensions or disagreements will arise. Isn’t it a bit contradictory to say this when we are working to increase diversity in companies? Perhaps, but it’s true.
In an organization, each person arrives with their own values, cultural references, and life experiences, and sometimes these differences clash and can create friction. That’s normal! We are human, and we are usually pretty bad at expressing our needs and emotions in a constructive and caring way.
But be careful, just because there may be tensions does not mean we should jump to the conclusion that the solution is to focus on homogeneity or exclude those who do not fit into the team. Quite the contrary! Despite the tensions that may arise, today’s rich work environments are based on diversity, which stimulates innovation, creativity, and the ability to better respond to the needs of a pluralistic society such as Quebec’s. What’s more, having differing opinions and perspectives is not only normal, but healthy for an organization! These discussions simply need to take place in a respectful and caring manner.
And this is precisely where workplace mediation becomes an essential tool: in a context where disagreements are inevitable, it allows tensions to be transformed into dialogue rather than rupture.
When mediation in the workplace is integrated into the organizational culture, it becomes a collective skill. It helps teams identify issues, listen, and work together to develop solutions.
Conflicts are more prevalent today because our work environment and society are changing. Multicultural society, generational differences, new laws and policies, greater awareness and prevention: these are all factors that explain why tensions arise more frequently than before.
The meeting of cultures
Every year, Quebec attracts newcomers who enrich its workforce and contribute to its vitality. In April 2024, there were 597,140 temporary immigrants in Quebec. But this openness also brings real challenges. Cultural or linguistic differences can sometimes lead to misunderstandings. A joke that doesn’t land, a way of communicating that is perceived as abrupt, a hierarchy that is experienced differently from one culture to another.
Added to this is a reality specific to Quebec, namely the desire to preserve the French language and a distinct cultural identity within an English-speaking Canada. This tension between openness to diversity and protection of Quebec culture is regularly found in the workplace. An accent, a word used in English, or a different cultural reference can become a source of discomfort or conflict, especially if the organization has not developed a strong sense of psychological safety.
In these situations, workplace mediation plays a valuable role, as it helps to decode differences in perception, understand unspoken messages, and rebuild bridges between cultures. Mediation can serve as a lever to maintain this fragile balance between inclusion and respect for cultural identities.
Furthermore, various studies, including those conducted by McKinsey, have shown that ethnically diverse companies are 35% more likely to perform better financially than their more homogeneous competitors. In short, immigration is an undeniable asset, but it requires Quebec workplaces to learn how to combine openness and identity protection with sensitivity and intelligence.
Generations that don’t see work (and diversity) in the same way
Another key factor is generations. Never before has the labor market brought together so many generations at the same time, from
Some differences concern work-related values. Views on work-life balance, the importance placed on loyalty to the employer, and expectations regarding flexibility often differ. What may seem “normal” to an experienced manager may seem completely outdated to a younger person… and vice versa.
For example, in a recent Monster survey, 83% of Gen Z candidates said that a company’s commitment to diversity and inclusion was important when choosing their future employer.
Differences can also be felt in the understanding of different realities, such as those of sexual and gender diversity. Younger generations have grown up in an environment where LGBTQIA+ inclusion is more valued and recognized, while other generations may have been socialized in a much more normative environment. These differences in perception sometimes create friction, which can result in awkwardness, tension, or open conflict.
However, these generational differences are not an obstacle in themselves! They can become a strength when they are recognized and supported by respectful and structured dialogue.
This is another area where workplace mediation can play a key role, as it provides a neutral space where employees from different generations can express their values, identify their concerns, and find common ground without judgment. Mediation then becomes a concrete strategy for transforming these clashes of perspectives into collective learning experiences.
More conflict prevention = more voices being heard
Finally, we must acknowledge a positive change: prevention in the areas of harassment, discrimination, and equity is much more prevalent than before. Employees are more aware of their rights, organizations are implementing clear policies, and numerous DEI training courses are being offered. The result? Inappropriate behavior and microaggressions, which were often overlooked in the past, are now more frequently identified and reported.
This may give the impression that there are “more” conflicts than before. In reality, they have always existed. They are simply less hidden now. This disclosure is good news, as it opens the door to frank conversations and real improvements in work culture. But it also puts additional pressure on managers and HR teams, who need to be equipped to respond to these situations.
In other words, if conflicts seem more numerous, it is mainly because we have collectively decided to no longer ignore them. Although this may be perceived as “more work,” it is a step toward healthier environments and is beneficial in the long term.
Once again, workplace mediation proves to be essential, as it equips managers to intervene impartially, promotes accountability among those involved, and helps to build lasting trust. Mediation does not eliminate disagreements; it makes them constructive.
Workplace mediation: a solution for moving forward together
Conflicts are part of the reality of work, and everything indicates that they will continue to multiply as society becomes more diverse and new generations enter the job market. Ignoring these tensions only delays the inevitable. They will eventually escalate, turn into formal complaints, or undermine the work environment.
Mediation is a constructive and inclusive way to turn these tensions into chances for everyone to learn. It helps people talk about what’s bothering them, get back to talking respectfully, and stop things from turning into harassment or discrimination.
Focusing on mediation means choosing dialogue, understanding, and living together. It also means giving your managers and teams the tools they need to navigate a working world that will become increasingly diverse, and therefore increasingly rich… provided you know how to nurture it.
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Discover how URelles can support your organization with its mediation service, led by Chloé, an accredited mediator (UdeS/IMAQ). We integrate an approach based on equity, diversity, and inclusion into mediation, giving a voice to all parties and seeking sustainable solutions that respect everyone’s realities.
