Managers Can Unlock New Ways to Resolve Conflict

Shifting factors both inside and outside of an organization often exacerbate inevitable workplace disagreements. Labor market anxiety can magnify the need to get “everything right,” five generations in the workforce stretch everyone out of their comfort zone, and shrinking financial confidence can sap energy, making full productivity hard to reach at times.

HR is often at the center of conflict, mediating between co-workers and finding resolutions that fit. However, there are partnership opportunities with managers. “HR does not have to be the repository of all negative things,” stressed Catherine Mattice, founder and CEO of Civility Partners, in an episode of the SHRM All Things Work podcast. “Don’t be the only person taking all of this in; get other people’s skills so that they can take it in — and solve it.” In other words, delegate, and in the case of workplace conflict, delegate to fellow leaders who are on the ground, closely connected with workers: managers.

Managers serve as the first point of contact when tensions arise. By supporting them with the right tools, targeted training, and strong communication strategies, HR leaders can lessen their own burden while supporting a healthier, more supportive work environment for everyone.

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The Impact of Effective Leadership

Giving managers the tools they need to address disputes fairly and promptly builds their effectiveness as leaders. In turn, this can influence the employee experience. In fact, workers with highly effective managers are more than twice as likely to feel a deep sense of commitment and belonging to their employer, according to SHRM’s Effective People Managers: The Linchpin of Organizational Success report. These employees also consistently report feeling valued at their organization. That sense of belonging can be a strong antidote against pressures stemming from external factors, whether it’s economic uncertainty or anxiety about the larger job market. Investing in your managers means investing in the engagement and well-being of your entire workforce. To do this best, HR must focus on manager training, communicating clear expectations, and providing support long-term.

Building Manager Confidence Through Training

To help managers become effective conflict mediators, HR must provide comprehensive, supportive training. Mattice suggests different coaching exercises that HR can provide managers, who, in turn, can utilize them in different situations. Additionally, formal training through courses that provide certifications, including SHRM’s People Manager Qualification (PMQ) can help reinforce on-the-job learning.

Clear communication is imperative when resolving conflict and a key area of training for leaders. To uphold high standards in this arena, managers need a solid understanding of the organization's dispute resolution systems. They should know the reasoning behind each system and feel confident explaining how these processes work in practice.

Importantly, managers need to understand their boundaries. Effective training helps managers recognize when to escalate disputes to HR. This early intervention can help prevent conflicts from becoming overwhelming or creating potential legal concerns.

Qualification: People Manager

Providing Ongoing Support 

Training isn't a one-time event. HR should regularly remind managers about the importance of addressing conflict early and compassionately. “Get out there and build relationships and partnerships with people,” said Mattice. If HR doesn’t have a relationship with the workforce before conflict arises, then the experience of coming to HR with an issue becomes even more stressful for employees, Mattice said. Being proactive also gives an opportunity to continually emphasize the internal resources available to resolve issues before they escalate.

When selecting channels to communicate how to escalate a request for conflict resolution, consider multiple options, including:

• Staff meetings.
• Policy and procedure manuals.
• Organization intranet platforms.
• Internal messenger applications.
• New-employee orientation materials.

Toolkit: Navigate Workplace Conflict for a Better Work Environment

Confronting Conflict

Building harmony in a workplace is an ongoing process. HR can support organizations with clear policies and communication, but managers have a role in building a supportive work environment. With training and support, managers stand on the front lines of conflict resolution and supporting their team overall. “The key to a civil or inclusive work environment is one where people feel comfortable to talk about things,” said Mattice. “We can all misstep, but if I can say, ‘You know, yesterday I saw you do this,’ or, ‘You said this to me, and it hurt, can we talk about it?’ that is the key that’s going to change the world.”