Events

Mediating Conflict Ethically

Memphis / Shelby County SHRM

Career Emphasis Group, June 2014 meeting

So what is Conflict Resolution?

•         Problem Solving – how conflict develops (personality differences, based on belief systems / principles, material goods, personal or group status)
•         Multi-Disciplinary Field – Litigation, Arbitration, Mediation
•         Can be constructive as well as destructive – cause social change , change in human society(give examples), small interpersonal change such as changes in relationships
•         Types of Conflict – intrapersonal, interpersonal, intra-group, intergroup, international
•         Responses to Conflict can be perceptual, emotional or behavioral – for it to fully develop into a dispute, we have to experience some sense of wrong to ourselves, someone else to “blame” for that wrong and some way to take action against those we think caused our difficulty
•         Conflict exist about different subject matters – ideational or beliefs, values, material and resources, emotions, roles, responsibilities

Truths for HR professional:

Conflict will always exist in the workplace.

While we may prevent and avoid some, we will NEVER succeed in eliminating it completely – “An ounce of prevention is worth a pound of cure” 

What is your Workplace Conflict Management Plan?

•         Are Values and Ethics defined, awareness / education practices in place to inform & train all staff?
•         Do managers & HR perform as ethical role models to positively influence all staff to practice integrity and be accountable for behavior?
•         Are policies /  rules followed and enforced consistently by management, HR, team leaders?
•         Is a workplace culture maintained so that all employees feel safe to report unethical practices and behavior?

 Role of HR professional where Conflict is concerned:

 “Truly organic, sustainable and effective Conflict Resolution does not involve “Fixing” anything or devising a plan to solve it or  finding a solution to it.

Resolutions do not necessarily result in a winner and a looser.

One truth revealed from every mediation I’ve conducted- disputants already have the answer / solution. 

3 dynamics involved in human conflict: Cognition, Emotion, Behavior

Cognition= their system of belief / value

Emotions= how they feel (physically and mentally) when their systems of belief and value are validated, challenged or invalidated

Behavior= their expression of these emotions (verbal, para-verbal, non-verbal)   

All we know about another person is the behavior we can see/ observe with our own eyes, ears, senses (what they say, how they look, gestures, facial expression, tone of voice, screaming, laughing, etc.) What another person “means” by any of this behavior is where the magic of conflict resolution occurs. Resolvers ask questions and require the disputant to answer… to want to answer  until enough information is made available for the disputant(s) to arrive at an answer or acceptable solution -,one that they come up with – not one forced upon them or offered by an outsider. 

How the HR professional Manages Conflict:

•         Requires a well thought out, living plan for prevention, intervention & resolution.  (Prevent the conflict from happening w/ positive workplace environment,  Intervene at first sign of conflict & have pro-active measures in place to report unethical practices, Resolve conflicts when they arise)

•         Workplace Conflict Management Systems understand and embrace the needs of each individual human being within an organization & how those needs present themselves & impact the  workplace.