How you handle a conflict that arises in the workplace can make a difference on how employees view your company going forward. Human resources professionals are often tasked with mediating staff issues, and working to provide a solution that everyone is happy with can be quite a challenge.

You need to find creative and strategic ways to resolve employee conflicts, that are beneficial not only to the worker but also your organization. Allowing both sides to be heard, remaining transparent in your decisions and working to find solutions that make both parties happy can make you better equipped to handle problems as they arise at your company.

Fourteen members of Forbes Human Resources Council provide the advice they have for HR professionals when they are called on to address or mediate conflict resolution between employees. Here is what they had to say:
 

 

1. Go In With An Open Mind
 

Sit with the parties in question and with an open mind, hear each version of what is happening. Sympathize with each individual. Ask them what they feel should be done and seek to understand why they feel that way. Offer resolutions as well. The important thing is to show them you care about their situation while reminding them you're all there to do a job for the good of the business. - Evan Lassiter, Cloudreach.
 

2. Be An Advocate
 

Employees come to us because they want us to magically solve whatever the issue is. However, this doesn't solve it long term. HR needs to be advocates for these concerns and encourage employees to find creative solutions. We should go into these conversations with a coaching mindset and not in a problem-solver mode. - Lisa Whealon, GL group, Inc.
 

3. Ask Authentic Questions
 

Going into a conflict with preconceived notions, assumptions, or judgements can be dangerous. Being open to possibility and asking questions that we don't already know the answer to, will allow HR professionals to stay neutral and properly navigate the situation. - Jeff Buenrostro, Metric Theory.
 

4. Remember You Are The Solution
 

HR can feel the pressure of high stakes like anyone else. Start by remembering you are the solution, not the problem. Then get the parties in conflict to agree on a common goal. If they can agree that they are all working toward the same goal and are willing to be open to new solutions, then the conversation becomes about how to best reach the goal rather than parties staking out positions. - Pamela Potts, neosystemscorp.com.
 

5. Understand Interpersonal Effectiveness
 

HR professionals responsible for conflict resolution between employees benefit from understanding interpersonal effectiveness. I would advise mediators to familiarize themselves with employees' personal communication filters, actively listen to all parties and identify each person's conflict position. After initial mediation, follow-up support ensures a conflict is resolved. - Mark Lascola, ON THE MARK.
 

6. Hear Everyone Out
 

It is important to get all sides of the story. Ask each person involved questions about their experience and listen to how they perceive the issue at hand. Talk to each person individually and then hold a meeting with all parties involved to come to a solution or general understanding. This helps each person feel heard and in turn, makes them more open to resolution. - Sarah O'Neill, humano LLC.
 

7. Encourage Open Communication
 

When resolving conflicts, each party should be allowed to explain their side of the issue, and HR should listen with impartiality. Allowing for open communication will enable both sides to fully express their viewpoint and get to the bottom line. Once all information has been gathered, HR should act decisively, as failure to do so could impact employees’ trust in HR’s handling of future conflicts. - John Feldmann, Insperity.
 

8. Genuinely Care
 

Genuinely care about the people and outcome. It’s obvious to everyone if the mediator is authentic in their desire for the best possible outcome. Listen to understand all perspectives and needs without thinking about your response. Look for core problems and true needs. Then, based on your best judgment and genuine desire for a positive outcome, expertly communicate options leading to resolution. - Ben Peterson, BambooHR.

 

9. Help Parties Come Up With Their Own Solutions

The role of HR is to facilitate with the employees in conflict an interest-based resolution that focuses on the problem and not people. HR should meet with each employee separately to understand the conflict, find out their needs/wants and what each is willing to do to support a solution. A successful resolution happens when the employees in conflict come up with their own solutions. - Sherry Martin, Denver Public Schools.

10. Do Not Overcomplicate It
 

Be respectful, be professional and be genuine. Let's face it, when you are stressed (as we all do sometimes), a lecture is the last thing you are going to listen to. If someone tells you how it is in a way that you still feel respected, the outcome will change. Put yourself in the employees' shoes and deliver the message appropriately. It does not change the message but will positively reinforce the outcome. - Adam Mellor, ONE Gas, Inc.
 

11. Reframe The Situation
 

From a place of understanding, reframe the situation in order to get people to shift their positions in a way that makes resolution possible. Help them see the issues in a different perspective. Then tackle the small concerns. The big issues are the most divisive and contentious. Agreement on little matters lays a foundation for compromise on bigger disputes. Build on the small wins. - Thoai Ha, Lynx Innovation.

 

12. Stay Focused
 

When frustration and emotions run high it can be easy for people to get into a vicious cycle of aggression and defensiveness, and they can tend to bring several topics into one conversation: process issues, behavior, tone of voice, crossed boundaries, etc. Keep the conversation focused on one topic at a time. Once one topic is resolved, move to the next and so on. After resolution, follow up. - Catherine Decker, Outsell.
 

13. Follow Up Post-Meeting
 

Many HR professionals are trained in conflict resolution but once the employees involved have been addressed, either separately or together, the topic is dropped. In many cases, things linger so it's good to check in with those involved to see if progress has been made and if additional support and follow-up is needed. - Brooke Peterson, Skyfii.
 

14. Coach For Healthy Conflict
 

Healthy conflict is a good reference: It starts with respect for each other as people, and acceptance of the fact we each have unique worldviews. From there, work through building on common goals. Finally, method is negotiated (most workplace conflict resides here) and often requires compromise. One can facilitate resolution of the conflict at hand, but a better approach is to coach for healthy conflict. - Dr. Dale Albrecht, Alonos, Inc.
 

Source: FORBES
 

Training Program   Internationalize the human resource management capabilities of HR professionals in Vietnam   Opening Date: March 19 , 2020 in HCMC Opening Date: March 26, 2020 in Hanoi   Please click HERE for more information