As any human resources (HR) professional knows, conflict in the workplace is inevitable. Different personality types and work styles are bound to lead to disagreement. While debate in the workplace can be a healthy thing, unresolved interpersonal issues can quickly escalate. Before long, the conflict starts to impact productivity and morale. And the longer the problem lingers, the more likely it is to cause costly turnover.
HR professionals must have the skills to manage conflict effectively. Not all situations are the same, so it’s best to have various strategies ready. Below are some practical approaches to managing conflict in the workplace every HR team should know and use.
Mediation and Negotiation Skills: Facilitating Resolution
Many HR pros prefer a structured approach to conflict resolution. A formal mediation process is one such approach. Mediation involves a neutral third party intervening in a dispute. In the case of workplace conflict, an HR team member can serve as the mediator, facilitating communication between the two parties in question. The mediator doesn’t impose a solution but helps both sides understand each other’s perspective. By arriving at common ground, the mediator helps find potential solutions.
An HR pro needs to sharpen their negotiation skills to be a good mediator. Conflict resolution can be much like making a deal. If your company prefers not to implement an official mediation process, negotiation skills are still handy for resolving disputes. Whether it’s interpersonal conflicts or employee-manager disputes, most workplace conflicts can be resolved via a negotiated settlement.
Establishing Grievance Procedures
Even without a formal mediation process, HR groups should have a documented procedure for employee grievances. A clear, written policy ensures that everyone in the company follows the same dispute-resolution process. By following a written policy, HR creates the foundation for a fair and equitable process.
As for what that process should look like, you can tailor it to your company’s specific needs. However, it should be initiated with a formal written complaint, an investigation by HR or a neutral external party, and an official review process. The grievance procedure should be impartial and objective to resolve conflicts quickly.
Promoting Open Dialogue: Cultivating a Culture of Communication
While formal mediation and grievance processes work well for solving disputes, having a conflict-free workplace would be even better. Even if that goal may be unattainable, a company culture that promotes open dialogue can significantly reduce the amount of employee disagreements. Employees who feel free to speak their minds professionally will often become their mediators.
Start cultivating a culture of communication by ensuring employees know how and when to speak with their manager or HR. This can be accomplished with regular office hours, team meetings, or suggestion boxes. To make this work, you must also promote active listening so that employee issues are heard.
Conflict Resolution Training: Equipping Leaders With Essential Skills
Some people are born leaders and negotiators. Most, however, are not. That’s OK because anyone can learn conflict resolution skills. HR groups should allocate part of their training budgets to ensure the right people receive conflict resolution training. This includes the HR team itself, managers, executives, and anyone else in the leadership chain.
Conflict resolution training will help company leaders understand the nature of conflict. With this knowledge, it’s easier to address the pain points that lead to employee disputes and resolve issues effectively. Training courses of this type usually include problem-solving and negotiation sessions, equipping leaders to resolve employee issues.
Encouraging Empathy and Understanding: Seeing All Sides of an Issue
Just as you want a workplace that values open dialogue, empathy and understanding should also be a part of your company culture. Experienced HR professionals know that genuinely relating to employee feelings is a valuable skill. It’s especially effective for conflict resolution, as it allows you to see an issue from all sides. However, a culture of empathy should extend beyond the HR department.
Promoting active listening and open communication can go a long way toward encouraging empathy across the company. Diversity and inclusion training also helps employees understand different backgrounds and cultures, which naturally leads to empathetic feelings. There are also specialized training courses available that can further cultivate empathy and understanding at your company.
Conflicts Are Manageable With a Few Simple Techniques
Conflict is a part of human nature, so it’s bound to enter the workplace. Left unchecked, employee disputes can be devastating to company morale and productivity. However, it only takes a few simple techniques to get ahead of conflict before it can do some damage. With open dialogue, empathy, and a few formal processes, conflicts become manageable.
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