Most people experience workplace conflict at some point in their careers. Whether it's differing priorities, competing viewpoints, or communication breakdowns, tension is a natural part of working with others.
Yet many professionals, particularly those early in their careers, see conflict as something to avoid.
That's a missed opportunity.
When approached with curiosity, mutual respect, and openness to learn, conflict can become a catalyst for stronger relationships, greater collaboration, and better solutions.
"The opportunity comes when we stop thinking of conflict as something we need to win or avoid and start seeing it as something we can learn from," Amy Horner, CPA, shared in a recent interview. Horner joins Brian Kush, PCC, CPA, and Jessica Cormier, CPA, CCMP, for the upcoming EPICenter webcast, “Conflict to Growth: Turning Tension into Transformation,” which will air on Wednesday, December 16, from 11am-12pm ET, to explore practical strategies for navigating workplace conflict with confidence and purpose.
Rethinking conflict
One of the biggest obstacles to managing conflict effectively is the way people think about it.
"We tend to associate conflict with confrontation, damaged relationships, or one person winning and another losing," says Horner. Kush agrees, adding that, "the story we tell ourselves about conflict and about the person we are struggling with will shape how we approach, or avoid, difficult conversations."
Before entering a difficult conversation, Kush encourages professionals to pause and ask themselves two questions: What story am I telling myself about this situation? Is this story serving me based on what I ultimately want?
When different perspectives create better solutions
Conflict is frequently viewed as a barrier to progress. In many cases, though, it's actually a sign that people care deeply about achieving the best outcome. Keeping that in mind will help you reframe workplace tension into something constructive: people bringing different experiences, perspectives, priorities, and expectations to the same situation.
"I've been in strategic planning conversations where leaders had very different views on what the organization should prioritize," Horner recalls. "Those differences can create tension, particularly when people feel strongly about their recommendations or the resources available to support them."
Some of the most productive conversations begin with disagreement. The key, Horner notes, is moving beyond debating positions and focusing on what's driving them:
"The breakthrough often happens when we stop debating individual opinions and start exploring the underlying concerns, which leads to a solution considered from multiple angles."
Rather than suppressing differing viewpoints, organizations can benefit from creating environments where healthy disagreement is expected and managed constructively.
Kush recommends taking that one step further by establishing expectations for workplace communication before conflict occurs.
"Be intentional about creating communication norms in your work relationships," he advises. "Establish alignment about what healthy conflict looks like in practice. Discuss ahead of time specifically how you will handle disagreement or feedback."
Having those conversations early, he notes, makes it easier to navigate disagreements when emotions are running high because expectations have already been established.
Building trust through communication
Trust is often tested during periods of disagreement. The instinctive response is frequently to either push harder or pull away entirely.
According to Kush, neither approach typically produces the best outcome.
"People, when sensing conflict, usually go in too hard or too soft," he says.
When people approach conflict aggressively, they're often focused on “winning” the conversation, creating an adversarial dynamic. On the other hand, avoiding difficult conversations can send a different but equally problematic message.
"When they go in too soft, it's because they are trying to avoid the situation altogether," he observes. "Their energy sends a message: ‘I am afraid to really talk this through and be open and honest.’"
Instead, Kush encourages professionals to approach conflict as an opportunity for learning rather than as a confrontation to win or avoid. "When you notice the tension inside yourself, slow down, pause and ask yourself: ‘What is the question I can ask this other person that may unlock learning for both of us?’"
Making that simple shift can build trust, deepen understanding, and invite more productive dialogue.
The leadership opportunity in difficult conversations
Many emerging professionals assume conflict management is primarily a leadership responsibility. However, the ability to navigate disagreements constructively is a valuable skill at every career stage. Some of the strongest displays of leadership occur during everyday workplace interactions.
"I want emerging professionals to recognize that they don't need a leadership title to demonstrate leadership in difficult situations," Horner says. "How you listen, respond, and engage with people who see the world differently are all opportunities to lead."
Developing these skills can help professionals solidify relationships, build credibility, and contribute more effectively within their teams.
"When it comes to navigating conflict, always start with your mindset because that is the birthplace of all good leadership. If you can simply be a bit more mindful of what your mindset is as you approach any conflict, you will show up better."
— Brian Kush, CPA, PCC
Effective conflict resolution isn't about winning an argument or avoiding discomfort. It's about approaching conversations with curiosity, self-awareness, and a willingness to learn.
Building the confidence to engage
Avoiding conflict may feel easier in the moment, but growth rarely comes from avoiding difficult conversations.
"Rather than seeing disagreement as something to fear, avoid, or overcome, I want our attendees to recognize that it can strengthen relationships, challenge assumptions, and lead to better solutions," Horner says.
She hopes participants leave with more than just practical techniques.
"Most importantly, I want them to leave with the confidence to engage in conversations they might have previously avoided," she said.
Rethinking conflict at work
Conflict is inevitable. Growth is optional.
Professionals who learn to navigate workplace tension effectively can strengthen relationships, improve collaboration, and discover opportunities they may not have otherwise seen.
As Horner puts it: "We don't grow by agreeing with everyone around us. We grow by being willing to listen, learn, challenge, and sometimes change our own minds. That's how we turn tension into teamwork."
For more insights and actionable strategies, join Amy Horner, Brian Kush, and Jessica Cormier for the December 16 EPICenter webcast, “Conflict to Growth: Turning Tension into Transformation.” You’ll get practical tools and communication strategies for transforming workplace conflict into opportunities for professional development, trust, and innovation.
Register for the webcast today to change how you think about workplace conflict.
About the experts
Amy Horner, CPA, DBA, is Academic Director of the Executive DBA Program at the University of Houston's Bauer College of Business and founder of True Nine. Drawing on experience as a former COO and CFO, she helps leaders navigate change, drive innovation, and develop the skills needed to thrive in an evolving business environment.
Brian Kush, PCC, CPA, is an executive leadership coach, speaker, and cofounder at Intend2Lead, where he helps CPA firms and leaders strengthen culture, communication, and performance. A former CPA and consultant with more than 15 years of experience serving the accounting profession, he is passionate about helping professionals develop the self-awareness and leadership skills needed to create meaningful results.
About the Emerging Professionals Initiatives Committee
The mission of the Emerging Professionals Initiatives Committee (EPIC) is to actively promote and support accounting and finance professionals through leadership programs, professional development resources, and volunteer opportunities. Please reach out to Lexi Weber, CPA, Senior Manager — Emerging Professionals Initiatives with any questions.