Conflict is a common occurrence within any organization, regardless of its size, industry, or location. The responsibility of resolving conflicts often falls on human resource professionals. How they do conflict resolution not only impacts the individuals involved but also influences how the organization is perceived by others.
Whether you are a sole HR representative or a team manager, it is crucial to possess effective strategies for timely resolution and management of conflicts.
In this guide, we will provide you with techniques for managing and resolving workplace conflicts. Additionally, we will explore how fostering a culture of understanding, open communication, and collaboration can contribute to creating a work environment free from conflicts.
By developing these conflict resolution skills, you can significantly enhance the sense of safety and well-being among individuals within your organization. Consequently, when conflicts inevitably arise, people will have confidence that their concerns will be acknowledged and addressed appropriately.
What Is Workplace Conflict?
Workplace conflict denotes instances of disagreement or strained relations among employees within an organization. These conflicts have the potential to disrupt the smooth flow of work, hinder collaboration, and impede the generation of creative ideas. Although there is a common perception that employees should resolve conflicts amongst themselves or that managers should address such disputes, human resource professionals are often better prepared to effectively manage workplace conflicts and facilitate resolutions between employees.
What Is the Difference Between Conflict and Disagreement?
It is crucial to distinguish between conflict and disagreement.
Disagreements are a natural occurrence in any business setting, and they usually do not require intervention. They often indicate collaboration and effective communication, as individuals are typically willing to engage in discussions and find common ground.
However, when disagreements escalate beyond professional differences and involve personal attacks, rudeness, or underlying resentment, whether expressed openly or through passive-aggressive behavior, they cross the boundary of acceptable disagreements and transform into unacceptable workplace conflicts.
Conflict does not necessarily manifest as a loud and heated argument. Avoidance or silence, which can lead to frustration and simmering resentment, can also serve as indicators of underlying issues that require attention. In such cases, it becomes essential for HR professionals to employ conflict management strategies.
To discern whether you are facing a conflict or a disagreement, consider the following inquiries:
- What is the impact of the situation on the involved parties? Does it result in a negative influence on their emotions or performance? Alternatively, do all parties maintain a respectful demeanor towards each other?
- Does the discord among the parties induce stress or adversely affect the morale of other employees? Conversely, do teammates and subordinates feel motivated to express their opinions and question established norms
- Are personal matters influencing the argument? Or are the parties solely differing in their professional viewpoints?
When Should HR Get Involved?
While specific circumstances may differ across various industries, it is important for the HR department to intervene whenever an employee breaches the company’s policy on workplace conduct. To ensure clarity and consistency, it is crucial to establish in advance the level of HR
involvement and the consequences associated with such violations. This proactive approach helps employees understand the actions the company will take in response to their behavior.
What Is HR’s Role in Workplace Conflict Resolution?
HR professionals should adopt a comprehensive and holistic approach to conflict management. Relying solely on basic mediation between employees may overlook valuable opportunities to support both individual employees and the overall organization. The words and actions of an organization have a profound impact on how employees perceive each other, the company, and their own roles within it. These perceptions, in turn, influence internal relationships and can either facilitate or hinder the emergence of conflicts. Therefore, it is crucial for HR to consider the broader implications of their interventions in order to foster positive internal dynamics and minimize the likelihood of conflicts.
How to Resolve Conflict in the Workplace
In order to effectively address this challenging topic, we have curated a comprehensive guide that offers a systematic approach to resolving workplace conflicts. This step-by-step resource draws upon the expertise of a panel of HR professionals, providing practical insights and actionable advice.
- Step In Early
There is no need to delay intervention in a conflict, even if it is not a severe violation. According to SHRM, the promptness of addressing an issue is positively correlated with increased productivity and engagement.
Whether an employee approaches you or you observe the situation, stepping in early before the conflict escalates can enhance the working environment for all parties involved. It also helps alleviate stress for other employees who may experience the negative consequences of the conflict, even if they are not directly involved.
Moreover, if you are dealing with an employee displaying overt aggression, it may be necessary to send them home for the day before attempting any resolution. It is crucial to immediately diffuse the situation and protect those who are targeted by the aggression. The priority is to stop the outburst and then address the underlying causes. - Meet with all Parties Involved
Another crucial step in addressing workplace conflicts is to gain a comprehensive understanding of the situation through a thorough investigation. HR should conduct interviews with the individuals directly involved as well as potential witnesses. Depending on the circumstances, it may be necessary to meet separately with each person before convening a joint mediation session. Many HR experts recommend initiating individual meetings or discussions with the parties involved and only involving others as necessary.
Alternatively, it may be determined that it is not appropriate to have the conflicting parties meet together at all. This approach may be necessary in cases involving more serious allegations, such as physical or sexual harassment, where the primary focus is on protecting employees and maintaining confidentiality. In such instances, it is improper to arrange a joint meeting with all parties involved. - Set Ground Rules for the Meeting
When engaging in conflict resolution, whether through mediating between employees or conducting individual meetings, it is important to establish clear guidelines that create a safe environment for employees to express their concerns. These rules also serve as a reminder of your role as a mediator rather than a judge. - Brainstorm Solutions Together
To establish a shared foundation for finding a resolution, it is important to recapitulate your understanding of the issue to the employees involved. This helps establish common ground from which to address the conflict. Encourage the employees themselves to take the lead in determining how to resolve the conflict, as they are more likely to commit to a plan that they have actively contributed to. HR should ensure that employees propose positive actions rather than punitive measures, and it is crucial to obtain agreement from all parties involved regarding the proposed course of action. - Meet Again, If Needed
Resolving conflicts is not always a quick and straightforward process. It may require multiple meetings if a single session is insufficient for everyone to fully express their perspectives.
Additionally, additional sessions may be necessary to delve into the underlying causes of the issue, or to seek leadership approval for a specific course of action.
Bottom Line
While conflict resolution may not be the most glamorous aspect of HR, it is absolutely essential to implement strategies for resolving conflicts in the workplace. These strategies play a critical role in establishing and preserving a healthy and productive work environment.
SW HR Consulting has been helping companies to build their teams and values for over 10 years. Contact us to find out more about our unique hr outsourcing services and see how our expertise can benefit you.
