Conflicts can be small and meaningless: like President Trump’s hands or his war of words in no more than 140 characters with the rest of the world.
Or they can be huge: like the nuclear fall-out experienced by Davey after taking home filling station flowers for Valentine’s Day.
Of course, when it comes to the wonderful world of HR, conflict management is part and parcel of everyday life.
If the most successful companies thrive on a range of opinions and a culture of innovative thinking, it’s only natural occasionally there will be differences of opinion on work matters, roles and responsibilities.
It’s important to ensure this never escalates from a wise crack at the water cooler into a scene of all-out mayhem straight from Celebrity Big Brother.
A really effective HR Manager knows conflict resolution offers opportunities for learning and growth in a business.
However to find the answers that can solve the problems at the heart of any dispute, they must first ask the right questions.
So here are our top five!
1. What’s their problem?
There’s no point in offering any kind of assistance to employees before the full facts of a dispute or grievance are known.
Stay focused on the scene being presented to you, rather than being drawn in by the emotional misdirects of the actors.
2. What’s your problem?
Never bring attitude into a conciliation process. Being able to empathise with all of the participants will be more productive than prejudging someone because of past behaviour. I mean you’re good as gold all year then email one joke about the boss’s toupe! Am I right?
3. What’s our problem?
Remember this isn’t just about you and me: the company’s bottom line is always at stake in times of crisis.
Asking how this situation could impact the company is paramount. So never lose sight of the workplace ethos and ultimate goals.
4. What’s the worst that can happen?
In order to recognise the dangers of escalation ask yourself and others if they have considered the worst case scenario . . . then agree ways to prevent this from happening. If it’s plum impossible to reach a consensus, shift the focus to other routes for moving forward.
5. What’s the best that can happen?
Ask participants what they really want to happen and what that would mean for them, then seek to bring these outcomes – and their proponents – closer together.
What’s your next step? Find out with the range of HR and Recruitment roles on s1jobs.