No matter the type of workplace, from retail storefronts to corporate offices, conflict will always arise. Ideally, these conflicts will be minor and resolve quickly. However, in many cases, the conflict requires mediation and oversight, which is where hr conflict resolution comes into play.
Unfortunately, many HR teams are ill-equipped to handle conflict management, which can often worsen the problem. To help address this issue, let’s break down 5 effective HR conflict resolution strategies.
When HR excels at resolving conflict, employees are more productive and collaborative, and the company thrives. Implementing these strategies can yield significant results, especially with proper coaching and training.
Why Workplace Conflict Falls to HR
Typically, most workplace conflicts occur when:
- Employees have unclear roles and may not meet expectations.
- Communication breakdowns lead to various problems, such as missed deadlines, incomplete tasks, or undefined roles.
- The priorities of different people, including employees, supervisors, and managers, are in direct competition with each other.
- Personalities within the workplace clash repeatedly.
- Employees perceive unfair treatment among staff members.
Naturally, many of these issues fall under the human resources umbrella, which is why HR is often tasked with managing workplace conflict. Since it is the department’s role to ensure clear communication, adherence to company policies, and incident documentation, conflict resolution skills must be a core component.
What Research Says About Human Resources Conflict Resolution
Broadly speaking, at both the national and organizational levels, there is a crucial disconnect between what companies believe HR’s role to be and what the department actually does, at least regarding workplace conflict resolution. According to a paper from 2020, many companies don’t realize how vital HR conflict resolution is, so they don’t provide sufficient support and training.
Interestingly, though, resolving conflict is the one task that HR can handle better than anyone else. Everything from handling grievances to having difficult conversations to investigating claims is already part of HR’s directive, so it only makes sense to invest in stronger conflict resolution training.
5 Human Resources Conflict Resolution Techniques HR Should Use
Although formal training and coaching are necessary to ensure long-term, sustainable results, here are 5 conflict resolution skills HR teams should implement immediately.
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Early Intervention
Usually, workplace disputes don’t happen in a vacuum. Instead, tensions can simmer for a while before exploding into a full-blown conflict. Healthy conflict resolution often involves addressing underlying issues among team members before an incident occurs.
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Active Listening and Neutral Facilitation
Active listening skills are a core component of human resources conflict resolution. This means engaging with the involved parties as they voice grievances or complaints and showing that you understand them. Additionally, HR can act as a neutral third party, ensuring everyone feels comfortable sharing their side.
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Mediation
One way to keep conversations focused and productive is to provide neutral, structured mediation. Although HR can often act as the neutral third party, it may be necessary to bring outside help to address specific employee concerns. Even then, HR should still be present to help facilitate effective workplace conflict resolution.
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Clear Documentation and Investigation
Sometimes, managers or team members may try to resolve their own conflicts quickly without any documentation. While this can work for individual incidents, HR should always document and investigate ongoing or persistent incidents, especially when conflicts involve discrimination or violations of company policy.
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Collaborative Problem-Solving
Effective workplace conflict resolution focuses on improving employee relations, not checking off a box. HR conflict resolution strategies should address underlying problems and work with the parties involved to reach a mutual agreement. Additionally, make sure to discuss next steps and ongoing expectations so all team members are on the same page.
Skills HR Teams Need to Resolve Conflicts Effectively
Although the 5 steps outlined above are vital for conflict management, HR needs several conflict resolution skills to ensure each step is followed correctly. These skills include:
- Emotional Intelligence – Issues like personality clashes can be mitigated by understanding how team members work, both as individuals and with others.
- Active Listening – Engaged employees are more likely to resolve conflicts because they feel heard.
- Neutrality – The best way to manage conflict is to be a calm, neutral balance. Manage your emotions and help de-escalate the situation.
- Effective Communication – When mediating conflict, make sure everyone stays on the same page, both during mediation and afterward.
- Policy Literacy – Knowing the workplace culture and policies helps you recognize and address violations as they happen.
- Objective Judgment – Taking sides can often worsen employee engagement. Stay neutral, both when managing conflict and offering resolutions.
When HR Should Escalate the Issue
Often, conflict in the workplace can be resolved between the parties involved. However, sometimes, the incident must escalate, either to involve outside authorities or legal review. Examples of these types of conflicts include:
- Harassment or Discrimination Allegations
- Retaliation or Quid Pro Quo
- Health and Safety Issues
- Illegal or Illicit Actions
In these situations, escalation helps protect the company and maintain the organizational culture.
The Bottom Line
Because workplace conflict is inevitable, it’s vital for HR teams to practice effective conflict resolution. With the right human resources conflict resolution skills in place, employees and managers can work together more efficiently.
But it’s also imperative to recognize that these skills must be learned and practiced often. Structured conflict resolution training makes HR more effective, leading to better employee relations and a stronger workplace culture.
Overall, conflict management is an essential part of human resources, so companies must treat it as such.
