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Conflict Resolution 101

Hey managers and HR professionals, how are your conflict resolution skills? (And did you cringe a bit when you read that?) Few would say conflict resolution is a fun or glamorous part of the job, but it’s one of the most important parts. How you mediate conflict impacts employee morale and retention, and also communicates your leadership abilities and your willingness to tackle the tough stuff. It can earn or lose you respect—and employees.

How to skillfully handle conflict

Address the conflict

Shove it in a desk drawer or slap on a patch, but that conflict isn’t going anywhere on its own; it will only fester and suck the positivity from the work environment. Worse, the conflict can escalate if the parties feel that management or HR isn’t offering much help, and who else can they turn to with HR concerns? The buck stops at you.

Address all parties together

Bickering and finger-pointing: that’s what you’ll get if you meet with each party separately. (Plus they will wonder what the other person said behind closed doors, and what you said to them.) Bringing the parties together keeps everyone on the same page out in the open, and shows your commitment to finding a fair solution. So start by explaining that you’re not there to choose sides; you’re there to foster a resolution.

Resolve the conflict as a team

Team resolution means each party offers specific steps the other can take to work out the differences. This also means that leadership owns its part by researching what in the work environment or the leadership team contributed to the conflict.

Commit to the proposed resolution

All parties must agree to and stick to the recommended changes, moving forward. And they should do it civilly! As the conflict mediator, your job is to commit to follow-up. Check in on a regular basis to see how things are going and to discuss any new or unresolved issues.

In conclusion

Skillful conflict resolution can paint you as a strong leader who cares about your employees’ success. And that success ties directly into your own, as you build a work environment where everyone feels valued, and where everyone respects your ability to keep the show running. So while conflict resolution may not be your favorite part of the job, it’s one of the most powerful skills you can bring to the team.

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