Unsurprisingly, managing workplace conflict stands as a core function of human resources (HR) professionals. But let’s face it, no amount of classroom learning can truly prepare you for the real-world complexities of dealing with actual humans . . . we can be complicated creatures.
Sure, your college textbooks might have given you a nice foundation, maybe you’ve even read a book or two on the subject or received some additional training since then.
But as you might be discovering, navigating workplace dynamics often involves more complexity and nuance, which calls for something beyond textbook strategies.
In this blog, we’ll dive into practical strategies to empower you to navigate workplace conflicts with confidence and ease. And here’s the secret ingredient: adopting a coach approach. By blending your HR expertise with tried-and-true coaching skills, you’ll be able to not only resolve conflicts but also create more buy-in, empower employees to create their own solutions, and experience less freezing under pressure.
As an HR professional, we’re willing to bet you stepped into this role with a noble mission: to help people! Your efforts directly impact employees in meaningful ways, whether it’s through helping employees cope with change and the negative emotions that might accompany it, creating streamlined career paths, or collaborating with senior leadership on engagement initiatives.
While managing workplace conflict is a key part of helping people, it can feel next-level tricky in the moment:
In case you need to hear it: it’s completely normal to feel overwhelmed and even a bit lost at times. Managing workplace conflict can feel incredibly stressful, especially when you’re the one who’s tasked with finding resolutions. The emotions and tensions that arise during conflicts can weigh heavily on anyone, and it’s essential to acknowledge that.
In addition to your formal education, training, and certifications, coaching is an invaluable skill set for HR professionals in effectively managing workplace conflict.
At its core, coaching is a partnership between coach and client (or in this case, the employees who are involved in the conflict) that encourages self-awareness and personal growth through a variety of techniques.
With what we refer to as a “coach approach,” you can move beyond simply mediating disputes to empowering employees to identify underlying issues, take ownership of their solutions, and develop stronger interpersonal skills. This approach not only resolves the immediate conflict but also equips employees with the tools to handle future challenges—all while taking some of the pressure off of you to be the one steering the conversations and proposing the ‘right’ solutions.
Essentially, you’re setting yourself up to make your job a whole lot easier (at least when it comes to managing conflict in the workplace) and promoting long-term organizational health and employee satisfaction.
Open-ended questions are questions that can’t be answered with a simple "yes" or "no." They encourage the other person to elaborate and provide more information.
Taking it a step further, asking empowering open-ended questions is an art. These questions can encourage employees to explore their thoughts, feelings, and potential solutions, and often begin with phrases like "How," "What," or "In what ways." They can be powerful invitations for deeper awareness and self-discovery.
By asking open-ended questions you can help employees navigate common workplace issues like communication problems, misunderstandings, personality clashes, and differing work styles or values.
Not to mention, they can also take the pressure off of you to have the “right” answers! Rather than feeling like you need to have an immediate answer or solution, when you ask open-ended questions, you encourage the employee to explore how they feel and come up with a solution that feels right for them (which means they’ll be more motivated to follow through with it).
This skill lets employees know that their experiences and feelings are heard and valued. Acknowledging means reflecting their feelings and experiences back to them (even if you don’t necessarily agree with them) while validating assures them that their feelings are understandable and normal. This can help defuse tension and defensiveness, and make employees feel respected and understood.
This skill is about maintaining a balance between being fully engaged and staying detached. It allows you to provide support without becoming emotionally enmeshed in the conflict. This can be a powerful tool for preventing burnout and ensuring objectivity when managing workplace conflict.
This skill engages employees by showing them the personal benefits of resolving a workplace conflict or embracing a change. By helping them emotionally connect to a desirable outcome, their motivation can shift instantly. This can be achieved through honest conversations that highlight what's in it for them and asking questions that invite their input and collaboration.
This approach is particularly effective for employees who resist conflict resolution; it builds trust and encourages them to engage constructively—because there’s something in it for them!
While this isn’t technically a coaching skill, compassion is crucial for effectively managing workplace conflict. Compassion allows you to acknowledge the difficulties and challenges faced by everyone involved, including yourself, without judgment. By practicing self-compassion, you can prevent burnout and maintain a healthy emotional state, which in turn enables you to support others more effectively.
In your role, your primary goal is to help people. And often, the best way to do that is by first helping yourself. We hope the five coaching skills outlined in this article—asking empowering questions, acknowledging and validating, utilizing detached involvement, getting buy-in, and practicing compassion—will be valuable additions to your toolkit as you navigate the complexities of managing workplace conflict.
Remember, it's OK to feel overwhelmed at times (see how we acknowledged you there? 😏) but with practice and persistence, you will become more proficient at calmly and confidently managing workplace conflict. We’re cheering you on as you practice integrating your new skills!
While reading articles is a great start, nothing compares to live, interactive learning (and practicing) with peers. If you’re ready to enhance your HR skills and manage workplace conflict more effectively, we encourage you to explore Coaching Fundamentals.
This engaging 3-day training program is designed to help you master more than 20 powerful coaching tools and techniques. These skills will empower you to have difficult conversations with confidence, resolve conflicts efficiently, and create a more harmonious work environment for everyone—including you. Not to mention, studies show that HR professionals trained and certified in coaching skills see a 28% increase in salary potential.
Plus, you'll earn 27 credit hours toward HRCI recertification and 27 Professional Development Credits (PDCs) toward SHRM-CP and SHRM-SCP recertification. Join us and discover how mastering coaching fundamentals can transform your approach to conflict resolution and elevate your professional capabilities!
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