How to resolve workplace conflict?

Understanding the reasons behind workplace conflicts can help HR professionals tackle problems before or after a conflict turns into a face-off between departments that refuse to work together or a screaming match between colleagues.

10 Steps to Resolving Conflict

• Schedule a meeting to address the problem, preferably at a neutral place.
• Set ground rules. Ask all parties to treat each other with respect and to make an effort to listen and understand others’ views.
• Ask each participant to describe the conflict, including desired changes. Direct participants to use “I” statements, not “you” statements. They should focus on specific behaviors and problems rather than people.
• Ask participants to restate what others have said.
• Summarize the conflict based on what you have heard and obtain agreement from participants.
• Brainstorm solutions. Discuss all of the options in a positive manner.
• Rule out any options that participants agree are unworkable.
• Summarize all possible options for a solution.
• Assign further analysis of each option to individual participants.
• Make sure all parties agree on the next steps.
• Close the meeting by asking participants to shake hands, apologize and thank each other for  resolving the conflict.