Conflict Resolution, an HR perspective






Image source: unsplash.com

Conflict Resolution

Workplace conflicts happen everywhere, and ignoring them can be costly. Every unaddressed conflict wastes about eight hours of company time in gossip and other unproductive activities, says Joseph Grenny, co-founder of VitalSmarts.

Whether the HR department operates with one or a whole team, managers and employees turn to you when they need help mediating and resolving workplace conflicts. A lot is at stake; employees may threaten to quit or even sue. The HR needs to go in armed with effective conflict resolution strategies to de-escalate tension, get opposing sides to compromise, and console hurt feelings. (HR 101 Guide, 2023 | BambooHR.com).


What is conflict resolution in the workplace?

Conflict resolution is the process of handling disputes and disagreements between two or multiple parties. The goal of this system is to minimize the negative factors that are influencing the conflict and encourage all participants to come to a common agreement. Successful conflict resolution results in a mutually beneficial outcome that's agreed upon by each party (Amaresan S, 2022).

“Conflict suggests the way you’ve been doing things is not the way it’s going to be forever,” says Casey Swartz, HR manager at CTL Group. “You don’t want to hire a bunch of clones.”

According to Michael Woodward, an organizational psychologist in New York City, the challenge is in figuring out which conflicts are healthy and which ones are not. “Unhealthy conflict is when it becomes personal and emotional, then your judgment gets clouded,” Woodward says; By contrast, good conflict can lead to higher levels of trust. If people see that it’s ok to challenge the boss, they can question the status quo, which is better for the company.


HR the mediator

Image sorurce: bookboon.com

Human Resource Management plays an important role when it comes to conflict resolution. HR professionals are often tasked with conflict resolution in the workplace, and the way they deal with managing conflict at work not only affects the parties involved, but also produces a ripple effect in how other employees view the management / company. (Luca R, 2019|BambooHR).

Understanding the reasons behind workplace conflicts can help HR professionals tackle problems before or after a conflict turns into a face-off between each party that refuse to work together or a screaming match between them (Lytle T, 2015). Effective conflict resolution is not designed to avoid disagreements, instead conflict resolution skills are used to facilitate discussions, increase understanding and control emotional responses (Imm J, 2022).



When Should HR Step In?

Image source: herzing.ca

There is often a belief that employees should either work things out themselves or their managers should handle conflict disputes. This can be the solution if employees feel comfortable discussing issues with each other and coming to a joint resolution. A manager that feels confident handling conflicts between employees may step in as a neutral third party (Patterson L, 2022).

A good place to start is by realizing that conflict is actually normal and healthy. In fact, many believe it’s a vital ingredient to organizational success. Experts have found that the most effective teams are those in which members feel safe enough to disagree with one another. A culture where dissent is allowed or even encouraged, can spur innovation, diversity of thought and better decision-making.

HR professionals and conflict management experts recommend that HR get involved in workplace conflicts when:

  • Not seeing eye-to-eye: If employees are not getting along for a variety of reasons, and their manager is at a loss for what steps to take, then it’s probably time to loop in your HR department. 
  • Tension and preferential treatment: Disagreements are getting personal, and respect between employees is being lost. If two employees are not getting along and one feels like the manager prefers the other employee over them, then this employee will want a neutral party, like HR, to step in and assist. 
  • Neutral voice of reason: Oftentimes, employees have issues with their manager and they don’t feel confident addressing these directly with said manager. HR can also mediate between the employee and their manager to ensure both parties are on the same page.
  • Conflicts are affecting morale and organizational success: Employees will start feeling like they don’t get a lot of direction/feedback, they don’t feel valued, or they feel like other employees’ needs are put above their own. This would be a great time for these employees to talk with HR and work on a solution together.
  • Employees are deciding to quit (resign) over the problem. Recruiting and training are expensive; it’s often cheaper to work out a solution.


Tips: How to manage conflict in the workplace?

Following these steps will help to manage conflict in the workplace (Indeed, 2023):

  • Evaluate the situation
    • The first step in resolving conflict is assessing the situation. Consider whether the situation is a conflict that needs addressing. Also, consider how the other person might view the conflict. This can help you have a more productive and empathetic conversation.

  • Choose a location and time to address the conflict
    • If you decide the conflict needs addressing, you should select a suitable time and location. Try to choose a private location away from other team members. This can give each parties involved a space to discuss their thoughts.

  • Communicate clearly and calmly
    • Expressing the points clearly and calmly. Explain briefly what the conflict is and the purpose. Maintain positive and open body language by making eye contact and uncrossed arms. Focus on shared goals to help stay calm and positive.

  • Listen attentively
    • After sharing your thoughts, give the other person time to share their personal opinions. They may highlight a new perspective or solution. Listen attentively and ask questions to ensure full understanding of the comments made.

  • Collaborate to find possible solutions
    • Brainstorm possible solutions. Review common goals or company policies if needed. All parties can mutually agree to a solution that works and helps everyone reach their shared objective.

  • Review and reassess the solution
    • Depending on the situation, follow up and reassess the topic in the future. This can help all parties maintain a productive, long-lasting solution. For example, if a team leader resolving a leadership conflict, the HR person may want to follow up with the team members each month to reassess their progress.



Takeaway (Conclusion)

Conflict resolution isn’t the most glamorous part of HR, but it’s imperative to have conflict resolution strategies in place because no one is perfect, and employees should feel safe to bring up problems.

Conflict resolution will often fall under the HR umbrella. A truly inspired HR professional will not only manage it effectively, but will recognize the hidden opportunities it provides to create a better overall work environment.

Image source: fizkes | Getty Images







Reference

Swetha Amaresan | Expert Tips for Conflict Management for Every Personality Type | Hubspot | 2022 | https://blog.hubspot.com/service/conflict-management-styles#:~:text=The%205%20Conflict%20Management%20Styles,compromising%2C%20collaborating%2C%20and%20competing

Rob de Luca | Conflict Resolution in the Workplace (Advice from HR Experts) | BambooHr | 2019. https://www.bamboohr.com/blog/conflict-resolution-in-workplace#:~:text=Conflict%20in%20the%20workplace%20is,these%20conflicts%2C%20they%20are%20unavoidable 

Tamara Lytle | How to Resolve Workplace Conflicts | 2015

Jacon Imm |Why is Conflict Resolution Important? | North Central College | 2022
https://www.northcentralcollege.edu/news/2022/09/13/why-conflict-resolution-important#:~:text=When%20arguments%20arise%20in%20the,greater%20efficiency%20and%20goal%20achievement

Lora Patterson | When should HR step in for conflict resolution? | 2022. https://www.hrdive.com/news/when-should-hr-step-in-for-conflict-resolution/621545 

Indeed.com | Editorial Team | How to manage conflict in the workplace | 2023.
https://au.indeed.com/career-advice/career-development/examples-of-conflict-in-the-workplace

Comments

  1. ARUNA BANDARAApril 26, 2023 at 10:22 AM

    Hi Wazlan ,its good topic, the HR department should play a special role in resolving conflicts. he must be a mediator.

    ReplyDelete
  2. L.D.NilukasajeewaniApril 27, 2023 at 2:04 AM

    While thanking you for sharing this blog information, Workplace conflict resolution techniques are crucial for staff development. They can lower stress and turnover while assisting staff members in developing their problem-solving, communication, and relationship skills. As a result, it increases employee satisfaction and perception, which helps to maintain high employee morale.

    ReplyDelete
  3. MafazApril 28, 2023 at 12:31 AM

    Good job man. The images are amazing. I like the term "No one is perfect."

    ReplyDelete
    Replies
    1. Wazlan WazeerMay 5, 2023 at 7:09 AM

      Thank you Mafaz, smart that you noticed the image choice :)

      Delete
  4. NilushiApril 29, 2023 at 11:34 AM

    really useful topic with good explanation. well done.

    ReplyDelete

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