HR: Resolving the Conflicts of Others

As an HR firm, one of the most valuable services we can
perform is helping employees resolve conflicts within the workplace.  Yes, conflict can be detrimental to an
organization, but it does not have to be.
In many cases conflict can act as a catalyst to gain knowledge or create
breakthrough ideas.  When conflict
becomes an issue communication tends to break down and trust goes out the
window.  The biggest problem about
conflict in the workplace is the collateral damage not only to other employees,
but the company as a whole. Productivity
will suffer, which leads to tensions rising and more conflict ensues.

Human Resources is in place to make sure that these
conflicts do not become more damaging than they already are.  As a whole, HR is a service that will
proactively identify workplace problems and help resolve the conflict.  When confronted with a conflict in the office
there is a series of steps in which you should follow.

 When resolving a workplace conflict there are certain steps an
HR Professional will follow. The first part is interviewing each party involved
to get an idea of the situation.  Talking
to each of the persons individually will allow them to see both sides of the
story as a biased third party. What they are looking for in this part of the
process is to see if the issues evolved from unresolved grievance, a personality
difference, or maybe an overall cultural problem.  After speaking to all the parties separately
to gain knowledge, they next will bring them together and provide an overview
of their understanding on the conflict, making sure not to express an opinion
as to who is right or wrong.  Following
this conversation, you will discuss options moving forward, and help the
parties decide on a resolution that makes the most sense.  If that is not successful you can explore other
options at a later time, while establishing these ground rules:

1.      
Disclose all “wells”

For conflict to be resolved in the long term, all parties must disclose
all their unresolved problems in a timely manner.

2.      
Listen to learn.

Make the point clear that no one is there to “win” arguments, rather to
focus on listening to further learn and understand the issues at hand. Do not
make assumptions!

3.      
Shift from rear view mirror to windshield.

Leave the past in the past for the most part. Try to continue to move
forward by not faultfinding, but solution finding.

4.      
Practice facilitative listening and interjecting.

Try to make sure that the parties are communicating directly and not
using you as a talking board. Do not hesitate to interrupt if the conversation
goes off the rails.

5.      
Confirm the path forward.

Try
to get all involved parties to be specific about behaviors they will commit to
engage in and not engage in from this point forward. Establish check-in points
both with and without the facilitator.

Converge HR Solutions has trained professionals that can
help your company resolve conflicts within the workplace in a respectable and
timely manner. If you have any questions you can reach us at (610)-296-8550 or info@convergehrsolutions.com.

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