Conflict is an inevitable part of any business environment. It can emerge from various sources: competing priorities, miscommunication, differing values, or even personal stressors outside of work. When unresolved, conflict can disrupt productivity, damage morale, and ultimately harm the company’s bottom line. But understanding how people respond to conflict—and how a Fractional COO can bring the type of leadership that resolves it—can help turn a potentially toxic situation into a pathway for growth and better communication.
The Four Fs: Fight, Flight, Freeze, Fold
People’s responses to conflict are often instinctual, driven by their autonomic nervous system. These responses are commonly categorized into four groups: fight, flight, freeze, and fold. These are survival mechanisms that can be helpful in situations of real danger, but when applied to everyday workplace conflicts, they can sometimes create more problems than they solve.
Fight: This is an aggressive response. In the workplace, this might manifest as confrontation, verbal outbursts, or defensiveness. While the “fight” response can be useful in standing up for oneself, it often escalates conflict if not tempered with empathy or understanding.
Flight: This is the impulse to avoid or escape the conflict. People who “flight” may avoid difficult conversations, delay decision-making, or even physically leave meetings to avoid discomfort. While avoiding conflict may offer short-term relief, it typically leaves issues unresolved, creating long-term friction.
Freeze: A person who freezes in conflict may feel paralyzed, unable to act or make decisions. This can happen when an individual feels overwhelmed by the stress of the situation, leading to inaction. In a business context, this response can cause delays, missed deadlines, or indecision, all of which slow down progress.
Fold: Folding refers to giving in or submitting to the pressure, often out of a desire to keep the peace or avoid further conflict. While this response may maintain harmony temporarily, it can breed resentment or frustration, particularly when an individual’s voice isn’t heard or valued in the decision-making process.
These reactions are deeply human, and none of them are inherently wrong. They are, after all, defense mechanisms our bodies use to protect us from perceived threats. However, in the context of workplace conflicts, these responses can contribute to a breakdown in communication, stifle innovation, and damage the company culture.
The Role of a Fractional COO in Navigating Conflict
This is where the strategic leadership of a Fractional COO becomes invaluable. Unlike a traditional COO, a Fractional COO brings specialized expertise in operational excellence while maintaining a flexible, targeted approach. When it comes to addressing conflict in a business, a Fractional COO offers the kind of leadership that not only resolves immediate conflicts but also fosters a healthy culture that reduces the frequency and severity of future conflicts.
Here’s how a Fractional COO can help navigate and lead through these instinctive conflict responses:
1. Creating a Culture of Communication
One of the core strengths of a Fractional COO is their ability to optimize communication processes across teams. By establishing clear communication channels, they can reduce misunderstandings that often spark conflicts in the first place. Fractional COOs help implement systems that encourage open dialogue, creating an environment where employees feel safe expressing their concerns before conflicts escalate.
2. Mediating Between “Fighters” and “Fliers”
In any organization, there are likely individuals who respond to conflict by fighting and others who respond by fleeing. A Fractional COO can mediate these dynamics by creating structures for constructive conflict resolution. Instead of allowing aggressive responses to overpower or avoidance to stagnate progress, a COO fosters a culture of collaboration, where disagreements are framed as opportunities to find innovative solutions rather than reasons for division.
3. Breaking Through the Freeze
For those who “freeze” in the face of conflict, a Fractional COO can help by providing clarity and direction. Their operational expertise ensures that even during stressful periods, there is a roadmap forward. By breaking down complex issues into manageable steps, they help employees regain confidence and move from paralysis to productive action.
4. Supporting Those Who “Fold”
Employees who consistently “fold” under pressure often need encouragement and empowerment to find their voice. A Fractional COO understands the importance of inclusion in decision-making. By fostering a culture of shared leadership, they ensure that every team member feels heard and valued. This helps individuals move from a passive response to a more assertive and engaged role in the company’s success.
5. Developing Long-Term Conflict-Resolution Skills
Beyond resolving immediate conflicts, a Fractional COO works on building a company culture that proactively manages conflict. They often implement leadership training, conflict resolution workshops, and team-building exercises to equip employees with the skills to manage disputes constructively. Over time, this not only reduces the frequency of conflicts but also enhances the organization’s overall resilience.
Why Fractional COOs Are Uniquely Positioned to Address Conflict
One of the key advantages of a Fractional COO is their ability to see the bigger picture while maintaining a hands-on approach to operational challenges. Unlike a full-time executive, a Fractional COO’s role is inherently focused on making significant, high-impact changes within a set period. This means they bring fresh perspectives and are not weighed down by office politics or longstanding internal biases. Their approach to conflict resolution is pragmatic, results-oriented, and always in service of the company’s broader goals.
Moreover, Fractional COOs excel in managing growth transitions—whether scaling a business or navigating a restructuring—when conflict tends to rise. Their ability to implement operational systems that streamline communication, foster accountability, and clarify roles and responsibilities helps diffuse tension before it turns into full-blown conflict.
Conclusion
In the fast-paced world of business, conflict is inevitable, but how it’s managed can make or break a company’s culture. By understanding how individuals instinctively respond—whether through fight, flight, freeze, or fold—a Fractional COO brings the leadership necessary to not only resolve these conflicts but create a lasting foundation for collaboration and growth. Their unique combination of strategic insight and hands-on operational expertise positions them as the ideal leaders to navigate conflicts and foster a culture of continuous improvement.
If your business is struggling with conflict, or if you’re looking to build a more resilient and collaborative workplace, a Fractional COO might be the missing piece. Consider how a strategic partnership with Thrive Business Operations can transform conflict from a roadblock into a building block for your company’s success.
