Conflict Resolution

Conflict resolution refers to the settlement of disputes that occur within the workplace.  These disputes could be between two or more employees or teams, between employees and managers, or even between organisations.  Conflict in the workplace occurs on many levels, from an argument over control of the air conditioning to serious issues such as bullying and harassment.  One thing is clear, however; early intervention to bring about conflict resolution is essential to the health of an organisation.

The effects of conflict on the individuals involved are fairly obvious; stress, anxiety and low morale are all common, sometimes leading to sickness absence.  But when conflict occurs in the workplace it is not just the individuals directly involved in it that are affected.  Everyone around them finds themselves touched by the dispute, some may even be forced to take sides, and the result is a far from harmonious workplace where productivity falls and where negativity and bad feeling abound.  If the dispute should require external help to resolve, for example an employment tribunal, then there could be attendant bad publicity to deal with, too.

There are two key aspects of conflict resolution.  First of all, act quickly.  Workplace disputes rarely, if ever, really work themselves out, however petty they may seem from outside, and left to fester could develop into much bigger issues that involve more people and are much more difficult to resolve.  Secondly, follow a logical, impartial conflict resolution procedure that allows both sides to air their views and assists them to find their common ground.

The individual charged with conflict resolution is simply a mediator; a person to guide the parties involved in the dispute through their differences and to help them to suggest ideas and actions that would fulfil the needs of both sides.  This is done through bringing the parties together in a neutral environment, helping them to understand each other’s points of view and working together in an uncritical, non-confrontational way to achieve everyone’s goals – the fabled “win-win situation”.

Sometimes managers are trained in conflict resolution techniques and the issues can therefore be dealt with internally; in other cases, professional mediators are brought in.  Many organisations have a conflict resolution procedure within their company handbook, so that all employees know exactly what to do and what will happen should they find themselves at the centre of a dispute, and this approach is highly recommended.