Why employee conflict is not always best handled by HR (from a former HRD)

This isn’t another HR-bashing article. Far from it. HR work can be extremely tough and emotionally demanding, especially when trying to de-escalate employee disputes. And when an issue hits the HR inbox, usually weeks or months later, it is already in a place where emotions are deep seated, perceptions are skewed, and trust has left the room.

Of course, HR can step in at this point and try to resolve matters, but in my experience of 25 years in HR, there are three critical reasons this doesn’t always work.

1. HR is rarely seen as independent

And this is the killer one. Nine times out of ten, HR are not seen by aggrieved parties as independent. They are often perceived as doing what management wants, or as biased towards one of the parties. So when conflict has reached a point where trust and confidence has broken down on many fronts, it is easy to see why seeking resolution through internal methods may not succeed.

2. HR are generalists, not specialists

HR teams are not always equipped with, or do not always have, the specific experience to deal with complex, emotionally charged situations. We are often the “jack of all trades,” but sometimes just muddling through ourselves. One HR professional may be technically excellent at supporting a business through a difficult restructuring process, but that same person may not have the deeper intuition or foresight to explore the underlying issues in the way a dispute like this needs.

3. By the time it reaches deadlock, everyone is exhausted

There usually comes a point when everyone is at loggerheads, and HR, and senior management, feel like they are banging their heads against the wall. HR may be able to see how the situation could be resolved, but people just won’t compromise and come to the table. At this stage, even HR is feeling stressed, exasperated and anxious, often walking on eggshells around the parties in dispute. So the usual next step is a formal grievance, or a mutual parting of ways.

By the time a dispute reaches HR, trust has often already left the room. An independent, impartial mediator can bring it back.

So, to my fellow HR community (and anyone who has had the pleasure of dealing with a difficult dispute at work) …

Does this resonate with you?

#conflictresolution #workplacemediation #dealingwithdifficultsituations

Suzie Yong
Conflict Resolution Specialist
www.clarityresolve.co.uk