Conflict to Collaboration: How To Turn Store Friction into Growth

…Well…with this one, we’re diving into some difficult matters, but no trigger warning needed. PROMISE!

If the title is bringing back some chilling flashbacks🥶, good. 

It means you learned something worth keeping.

Use these experiences as guiding lights to valuable lessons. 

Is it better to avoid conflict or embrace it? Deflect…or use it?

Time to find out!

Let’s dive into it and help YOU and your store re-store balance. (see what I did there👀) 

Most of us don't like work conflicts in our daily and professional lives. It can feel uncomfortable, annoying and stressful. 

So let’s see how you can manage a little friction and turn it into something positive.

Conflict without handling, turns a bad moment into a way worse one.

Especially in a store environment, where things run fast, rhythms are hectic and people can be usually anxious, conflict is bound to happen…but let’s not let it thrive. 

We’re not going into much detail about the side effects, I’m sure you already know: It has an effect on employee turnover, morale, it can impact customer satisfaction, loyalty and overall sales. 

First of all, let’s accept the fact that we can’t completely avoid it.

In a fast-paced environment like a store floor, with communication being the cornerstone of the business, conflict is part of the deal. 

This is why it’s important to understand and use conflict for your store’s benefit, with easy tips you can start applying today 💪🏼.

And to cheer you up, let’s see what effective conflict management can do for your store. 

And the most important are: 

• improve your team’s communication

• foster a collaborative environment 

• enhance customer experience

• increase brand loyalty. 

  
  

How do you achieve these and make your store better and more profitable?

1. Spot the signs 👻

Sometimes the vibes are off, (as gen Z says). You can spot it, smell it in the air, but maybe you don't have the time or you think that you read into it too much. Well, trust your gut.

Research shows early intervention reduces emotional escalation and can strengthen trust. 

Pay attention to any behavioral shifts, check 1:1 with your team before anything escalates and you have to deal with a worse situation. 

2. Assess the situation 🔎

If you pay close attention, actively listen and figure out that there is in fact some kind of conflict, you need to know your next steps. 

Gather information! If it’s between employees, listen to both sides. 

If something happened to the store, review footage, speak with customers and your team. That’s how you’ll understand the root cause.

You don’t want a solution, you want a resolution, you want to resolve an issue and never come back to it.

3. Be curious 🧐

A very important one. How can we turn negative emotions, conflict and overall friction into growth? By shifting our perspective.

Curiosity is received better in times of conflict. Ask questions, don’t jump to conclusions. 

Be interested in finding out. Never make assumptions, most likely you’re not a mind-reader nor is anyone in your team.

Always learn everyone’s point of view. 

Growth comes from honesty, inclusion and treating conflict with empathy. 

4. Open communication 🫶🏼

In order to solve anything and grow from it, you need to be open to communicating, involving the parties actually involved in the conflict, don’t step away and make cold decisions. Act like part of the team. 

Brainstorm solutions together. Use open collaboration. This will strengthen morale and give the signal that your team matters to you, hence raising trust and confidence. 

When people feel part of the solution, they care about the outcome.

5. There is no winner🥇

In a team, it’s best there aren't any sides, winners, losers, better and worse. 

Everyone needs to feel like they can collaborate, talk and learn from each other. If one is better at a task, put them with an employee that would benefit. 

Turn debates into constructive planning. The goal is common for everyone. 

Harmonious co-existence makes you look forward to working tomorrow. 

Even if someone wins, everyone loses. Because you’ll all share the same floor tomorrow.

This is why the problem and the solution should be separated from a person. You need a “we-mentality”.

6. Follow-up 📋

Whatever happens, even the little things, you have to document it and then follow-up on it. 

If you want genuine results, take a step back, and then you ‘ll see how effective your conflict management was. It’s a learning process for you and everyone involved. 

Is your team happy? The customers? Was the solution fair and effective? Make improvement a habit. And habit will become culture.

Don’t be afraid to send an e-mail, ask directly, note and learn from the process.

7. Equip your team 🤓

Training IS prevention. 

You need to train your team, either by having meetings where everyone can bring their concerns to the table and you can help them resolve any conflicts (see more on the topic here)

…Or by providing them with conflict resolution training, that can help them step-by-step. 

Book a chat to explore how TIRA can support you through workshops, in-store coaching, and leadership away days.

🚀 Unlock the full potential of your team and store. 

Future-proof your customer experience with The International Retail Academy. 

In a sea of sameness, YOUR people and YOUR stores will finally stand out.