Guest Post: The Need for Workplace Conflict Resolution

The great guest posts keep on rolling in this week. This next one focuses on workplace conflict resolution and come from Claudia Vandermilt. Claudia works in conjunction with Villanova University and University Alliance to promote professional training materials. She’s currently enrolled in Mastering Organizational Effectiveness through Villanova because there’s little else more challenging than remaining organized.
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In a perfect workplace, everyone would work together in peace and harmony – there would be no politics, disagreements or differing opinions. However, no such workplace exists; conflict is a normal part of daily life and doing business, as each employee has a different view on the world (which is also what makes a business successful). It’s also a typical challenge for HR.

HR professionals, like yourself, must work hard to create a work environment that allows employees to grow and thrive, and to work together without tension. It’s your job to ensure that interoffice conflicts don’t escalate into interpersonal conflicts, so intervention is necessary. Your HR knowledge, management and mediation skills play a critical role in getting employees back to being productive.

From your perspective, conflict within the workplace should actually be considered neutral territory. Your job is to take into consideration the individual, their concerns and the policies of your organization. While addressing conflict is often not an enjoyable part of being in an HR role, it is an aspect that cannot be ignored.

Conflict Resolution vs. Conflict Avoidance
Determining precisely when to intervene in an employee conflict is tricky, but leaving a conflict totally unresolved can greatly harm productivity and teamwork. Addressing conflict isn’t easy, but giving employees the opportunity to be heard can have positive results for the staff and organization. In a supportive environment, employees experience higher morale and file fewer formal grievances, as they feel validated and appreciated.

Because most conflicts can be resolved quickly and fairly, it’s best to address them early. Waiting too long or avoiding the conflict altogether only adds to the tension and could even escalate the grievance. When faced with the challenge of conflict resolution, consider the pros and cons of intervention:

• Pros
Dealing with conflict resolution results in:
o Stronger relationships
o Builds teamwork
o Diffuses anger
o Encourages problem solving
o Re-focuses employees toward results
o Conveys a positive environment
o Encourages open communication

• Cons
Avoiding conflict results in:
o Defensiveness
o Discourages productivity and teamwork
o Damages relationships
o Creates hidden agendas
o Drains energy and morale
o Produces stress and animosity
o Harbors workplace chaos and negativity

In your role, you have the ability to create a positive, supportive work environment that opens communication and enables employees to achieve success. Swiftly dealing with workplace conflict creates a harmonious environment that motivates employees and encourages creativity, willingness and loyalty.

Making the Workplace Uncomfortable

We've all seen it at one point or another: a bully in the workplace. This person can be a boss, an owner, someone in power or someone just on a power trip. They can work in any department and they come in many shapes and sizes. But Human Resources needs to be aware of these people and take care of them before they dominate and intimidate the workplace. Like a school bully, it can be intimidating to stand up to these workplace bullies, but someone needs to do it. And that someone needs to be from either management or human resources.

A few articles on the subject:

Bloomberg Businessweek starts us out with ten signs of a fear-based workplace so you know what to look out for (H/T Wendy). Some of them are more obvious than others but #10 seems to sum it up: "When senior leaders make virtually all decisions in secret, dole out information in unhelpful drips, and base hiring on sheeplike compliance rather than energy and talent, and the PA system all but blares "Be glad to have a job, stop whining, and get back to work," your company's fear problem is off the charts."

TIME via Yahoo! News is next with an article saying that New York just passed a bill which may make workplace bullying explicitly illegal: "If New York's Healthy Workplace Bill becomes law, workers who can show that they were subjected to hostile conduct - including verbal abuse, threats or work sabotage - could be awarded lost wages, medical expenses, compensation for emotional distress and punitive damages"

Great Articles on a Great Day

Those who've gone outside in New York today know it was a beautiful day. Where here are some links to enjoy once you're done enjoying the weather...

Got some good stuff from the Boston Globe's Job Docs, the first article is about a couple of bad apples spoiling things for everyone at work: click here

Also from Job Docs, advice on whether it is appropriate to get calls for jobs--while at work: click here

Lastly from Job Docs, it's not just in the school yard anymore--job interview do overs: click here

From the Wall Street Journal, word that recruiting at business schools has dropped: click here

Also from the Journal, despite cutbacks in firms, they are still investing in developing future leaders: click here

Lastly from the Journal, an article making the case for executive education: click here

And our last article for the day, from Dice, 8 ways to keep your career moving while out of work (H/T Wendy): click here

Wall Street to Main Street

Riding the train this morning I happened to peek at a fellow passenger's Wall Street Journal and spied upon some great articles...

First, a front page article on layoffs...if you hear rumors they may be coming, here's some advice on what to do: click here

And with this advice, some thoughts should emerge for HR professionals on how to handle those types of situations. One of my friends worked for a large fashion company that had been rumored to be on the brink of bankruptcy. One of the actions taken by the company's management--that shocked him and others--was to fire one employee whose only misstep was talking about the rumors going around about the company. They said he was a poison to the company and got rid of him. A few days later, the company filed for bankruptcy and a lot more employees went. But if the company had not filed, that sole decision would have been viewed as a warning (whether right or wrong) to other employees who would think about discussing the rumors among themselves at work...

The Career Journal then gives some advice for those pushed to part-time work--make the most of it: click here

Next, a topic we've talked about in the past on this blog, workplace bullying takes center stage again as they reference a recent United States court case: click here

Lastly, an interesting article about summer jobs--selling knives--positioned with a great title: click here


Enjoy!

Eavesdropping in the office....

Last week I started to talk about eavesdropping in the office...but maybe it's time to have it's own blog article...

There are many types of eavesdropping in the office. One could occur when someone overhears your personal phone conversation with a family member or friend. Another could occur when two colleagues are talking about a third worker, a client, or a potential deal and are overheard by a third party. Yet another could occur when a coworker is talking to a client and you overhear this conversation.

All of these have great potential conflicts for Human Resources. In places like New York City where space is at a premium so offices are abandoned in lieu of cubes, people's phone conversations as well as conversations with other works can be easily overheard.

And these have implications beyond privacy issues. If an investment banker is talking about a deal with Material Non-Public Information (MNPI) and another employee eavesdrops on this and uses that information in their personal or professional life in an unethical way, this could lead to serious problems for a company.

Feelings get hurt or rumors get started when certain conversations are overheard. Client's personal information can get into the wrong hands. In medical organizations, HIPPA violations can occur when this happens. And conversations in a public place like an elevator can lead to eavesdropping by competitors.

Ladies Home Journal says to always watch what you're saying because you NEVER know who's listening and gives a few examples: click here

Almost three years ago a company named "Babble" came out with a product to help drown out eavesdropping as reported in this old CNN piece: click here

And, lastly, the US Department of Energy has some advice on those that think they are being eavesdropped upon by a competitor: click here

The lesson here for HR is to make sure to tell your employees (and, even more importantly, practice this to the utmost) to remember that Big Brother is always listening and to mind what they say when others can be listening...

Smart? How Smart?

Not exactly the Get Smart motto, but our title, nonetheless...

We apologize for missing you yesterday but how is this for catching up?

From the New York Times, a simple question: How Smart Is Your Manager?: click here

Next, Human Resource Executive Online writes about employee engagement: click here

Also from Human Resources Executive Online, an article that CEOs are getting that talent management is important: click here

From the Arizona Republic, word that more companies are offering fitness benefits for employees: click here

CNN and Careerbuilder to team up on this list of six tips to managing workplace conflict: click here

Lastly, from Workforce Management, an answer to the question of what are HR Certifications worth: click here