97: How Ops Leaders Can Turn Conflict into Their Team’s Competitive Edge

Find the full transcript at yourfuturerealized.com/97.

At a successful, growing company, the sales ops team was split into two, to form dedicated sales and ops teams. It looked like the perfect solution. More focus, right? 

But soon, these teammates who’d worked together side by side for years, even gone to each other’s weddings, were squabbling. The split, instead of bringing clarity, caused confusion and a tug-of-war over priorities and resources. Instead of building the business, they were firing off spicy emails, arguing and building cases against each other. 

Maybe you’ve been caught in the middle of this kind of turf war, trying to keep things moving and wondering, “What the heck do I do NOW?”

In this episode, I’m unpacking that moment and breaking down how to handle it so you help your team win and set yourself free from being stuck in the middle. 

Transcript

At a successful, growing company, the sales ops team was split into two, to form dedicated sales and ops teams. It looked like the perfect solution. More focus, right? 

But soon, these teammates who’d worked together side by side for years, even gone to each other’s weddings, were squabbling. The split, instead of bringing clarity, caused confusion and a tug-of-war over priorities and resources. Instead of building the business, they were firing off spicy emails, arguing and building cases against each other. 

Maybe you’ve been caught in the middle of this kind of turf war, trying to keep things moving and wondering, “What the heck do I do NOW?”

In this episode, I’m unpacking that moment and breaking down how to handle it so you help your team win and set yourself free from being stuck in the middle. Find the full transcript at yourfuturerealized.com/97.

Unlocking Team Potential Through Curiosity in Conflict

Hey Ops Execs,

It’s easy to get so caught up in daily demands that you miss what’s really happening between your team members. But that blind spot can quietly chip away at your results and your reputation.

If you’re thinking, “This tension’s just part of the gig,” you’re right. Changes like shifting to hybrid work, budget cuts, and new tech seems to make everything louder. The urge is to hunker down and defend your turf. And when everyone is tense, curiosity might feel like the last thing you have time for. But that’s the exact moment it can matter most. 

Here’s a tough lesson I learned the hard way: none of us is irreplaceable. If things fall apart when you step back, the system needs fixing.
 

Ops often gets blamed. People say there are too many in ops, margins are bad. But maybe it’s not a bloated headcount. What if you scaled sales and deals keep coming in, but never fixed the system underneath? Maybe it’s a misaligned operating model. I’ve been there, and I get why it can be easier to sometimes dodge the hard conversations.

Truthfully, sometimes some people just want to argue, not connect. Sometimes they just want to be heard.

Three Moves That Turn Tension into Trust in Operations

Here’s what I know: When things get heated, a few simple moves can cool things down. Here are three things you can say to help lower the temperature:

• Be curious, not judgmental. Ask, “What am I missing?” instead of pointing fingers. Maybe the full story isn’t obvious from your side of the table.
• Seek clarity before solutions. Slow down. Ask, “What’s most stuck for you right now?” instead of trying to fix everything all at once. The answer might surprise you and even save a lot of time.
• Model the messiness. Admit when a conversation is tough. Let your guard down a bit, and say something like, “This is hard for me too, but I want to find a better way.” Vulnerability isn’t weakness, it’s leadership. And it can help everyone relax.

Ops isn’t flashy, but it drives the business. Time and again, I see operations leaders carry the weight of things others can’t even see, let alone understand. You hold the machinery together. I know that you’re already great at doing difficult conversations. 

At the same time, you have to keep building those tough conversation skills as things continue to evolve.

And think about it: When your team knows you’ll approach conflict with curiosity instead of control, you’re not just avoiding drama. You’re building a culture where tough conversations fuel growth rather than friction. That is just the kind of mindset that can give your team an edge others don’t have.

Make Hard Conversations Your Competitive Advantage

Here’s my coaching challenge for you for this week: Think of one conflict you’ve been avoiding, and instead of sidestepping it, try opening the conversation with a real, open, curious question. Don’t script it. Just be genuine and see where it takes you.

Your value as a leader isn’t measured in the fights you win, but by the bridges you can build when it really matters. Sometimes, that means letting go of control and letting curiosity guide you.

Give it a try, and let me know how it goes. And if today’s episode struck a chord, check out Episode 50, where I dive into how to empower your ops team after a major reorganization. You’ll get practical tips on rebuilding trust and keeping morale strong when everything feels uncertain. I’m cheering you on to keep moving forward, no matter what’s shaking your world. You’ll find it at: yourfuturerealized.com/50.

You can’t stop the chaos, but you can change the game.