Workplace Conflict Resolution Training and Consulting for Complaints Teams, HR Managers, and People Leaders Who Want to Manage Disputes with Empathy and Confidence
- Shiv Martin
- Sep 23
- 4 min read
Updated: Oct 13
Conflict is inevitable, but misunderstanding doesn’t have to be. As a workplace conflict resolution consultant, I’ve seen how understanding personality differences can transform how leaders, complaints teams, and mediators approach disputes. Personality is the hidden undercurrent that drives how people think, feel, and respond in high-pressure situations like workplace conflict or government complaints.
Why Should Conflict Managers Care About Personality?
If you’ve ever been caught in a workplace dispute or regulatory complaint, you know how challenging it is to navigate competing perspectives. Here’s why personality matters:
Personality influences how people perceive fairness and resolution.
Different traits shape reactions under stress.
Recognising differences builds empathy and trust in conflict resolution.
📌 Want to build these skills? Explore my training on conflict resolution in the workplace.
The Role of Personality in Conflict
Personality is like the undercurrent that drives how we interact with others. It’s more than just being outgoing or reserved; it’s a mix of traits that shape our views and behaviours. Research shows that our personality traits have a big impact on how we respond to situations, including workplace conflicts or when dealing with a tough government complaint.
The most widely accepted framework is the Big Five Personality Traits:
Openness to Experience
Conscientiousness
Extraversion
Agreeableness
Neuroticism
These traits are often used to understand the different ways people approach life. They don’t just influence our personal lives; they play a massive role in how we handle work-related disputes or complaints.
How Do These Big Five Traits Show Up in Workplace Conflict or Government Complaints?
Let’s look at how each trait can affect behaviour in high-pressure environments like workplace disputes or regulatory complaints:
Openness to Experience – Curious, imaginative, open to new perspectives.
Tip: Invite creativity and reflection; avoid rigid structures.
Conscientiousness – Reliable, orderly, value clear processes.
Tip: Provide a step-by-step roadmap to build trust.
Extraversion – Outgoing, energetic, prefer dialogue and action.
Tip: Balance open discussion with space for quieter voices.
Agreeableness – Empathetic, seek harmony, often avoid conflict.
Tip: Check in regularly - politeness doesn’t always mean agreement.
Neuroticism – More reactive under stress, prone to anxiety or withdrawal.
Tip: Use calming, supportive language and create psychological safety.
Why Understanding Personality Differences Matters
Understanding these personality traits allows us to tailor our approach to conflict management in a way that feels right for everyone involved. It’s about recognising how people’s personalities influence their reactions and finding the best way to work with them, not against them.
For instance, if you’re dealing with someone high in Openness, encourage them to share their ideas for resolving the conflict. If you’re managing a complaint with someone who’s highly Conscientious, providing a clear, step-by-step resolution plan can help them feel more confident in the process.
And don’t forget empathy. Understanding that someone high in Neuroticism might be more anxious or stressed can remind us to offer the support they need to stay engaged and open to resolution.
Free Resource: DIY Mediation Quick Guide
My DIY Mediation quick guide for workplace conflict provides HR Managers with effective strategies, practical tools, and real-world case studies to build strong relationships and resolve disputes in the workplace.
Why Personality Awareness Leads to Better Outcomes
Understanding personality differences allows conflict managers to:
Tailor communication strategies to fit individual needs.
Reduce defensiveness by using supportive language.
Empower participants by creating space for their values and concerns.
Strengthen relationships while resolving disputes.
“Understanding personality helps us not just to resolve conflict, but to do it with empathy, nuance, and integrity.”
Applications in Workplace Conflict and Government Complaints
Personality awareness is especially important in:
Workplace mediation – ensuring each party feels heard and respected.
Complaints handling – tailoring processes to reduce escalation.
Team leadership – managing clashing traits to maintain collaboration.
Government and regulatory contexts – navigating high-pressure, high-stakes disputes.
👉 Learn more about my workplace mediation services.
Practical Tips for Leaders and Conflict Managers
Pause before responding: Consider how personality traits may be influencing behaviour.
Don’t label people: Use frameworks as guides, not fixed categories.
Balance process with empathy: Conscientious people may want structure, while others may need reassurance.
Offer flexibility: Tailor your approach to the personalities involved.
My Final Thoughts
Personality differences don’t have to be a barrier to resolving workplace conflict; they can be a resource for deeper understanding and better outcomes. When leaders, complaints teams, and mediators approach disputes with curiosity about personality, they create space for empathy, resilience, and lasting solutions. By investing in personality-informed workplace conflict resolution training, organisations not only resolve disputes more effectively but also strengthen culture, trust, and team performance for the long term.
Struggling with workplace tensions that keep surfacing?
I've walked alongside countless leaders through these exact challenges. Here's what I've learned: understanding how personality shapes conflict changes everything. When we approach disputes with curiosity about why people react differently, we don't just solve problems - we build stronger, more empathetic teams.
Ready to transform conflict into connection? Let’s explore how personality-informed approaches can revolutionise your workplace dynamics: Book Online or explore my mediation services in Brisbane and corporate training workshops.
References
McCrae, R. R., & John, O. P. (1992). An introduction to the Five-Factor Model and its applications. Journal of Personality, 60(2), 175-215.
Costa, P. T., & McCrae, R. R. (1995). Solid ground in the wetlands of personality: A reply to Block. Psychological Bulletin, 117(2), 216-220.
"Personality: What Makes You the Way You Are" by Daniel Nettle (2007). This book provides a thorough exploration of personality traits and how they influence behavior. Nettle blends psychological research with accessible explanations, making it a great read for anyone interested in how personality shapes our lives.
"The Personality Puzzle" by David C. Funder (7th Edition, 2019). This textbook is a comprehensive and updated resource on personality psychology, covering the major theories and research in the field. It's widely used in academic settings but is also accessible to general readers interested in a deep dive into personality studies.
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Shiv Martin is a nationally accredited mediator, practicing solicitor, conciliator, decision-maker, and certified vocational trainer. With extensive experience in complex dispute resolution, stakeholder engagement, and team building across business, community, and governmental sectors, Shiv brings over a decade of unique and diverse expertise in Law, Management, Vocational Education, and Mediation.
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