How can HR consultants help employees and management resolve conflicts?

Root cause analysis (RCA): Engaging HR consultants for conflict resolution is one of the best practices followed by progressive organisations. A third party who has the professionalism in identifying the cause and suggesting implementable solutions, will help in organisations avoiding financial loss due to human attitudes, ego and personality differences. RCA is a powerful tool to identify the origin of conflict. To do this effectively, as a consultant we need to collect related data in terms of facts, figures, stories, events or in whatever form it is. Extensive work is involved in this phase. Data to be categorised and mapped under dependent and independent variables before attempting to correlate statistically.

I recall a conflict resolution process led by HR consultants that exemplified this impartial approach. The consultants carefully structured the conversation, allowing each party to express their grievances while ensuring that both felt heard and respected. They reframed the conflict as an opportunity for growth and collaboration rather than a problem to be solved, guiding the parties toward a resolution that addressed their underlying concerns. This approach not only resolved the immediate conflict but also laid the foundation for improved communication and collaboration among team members.

A solutions focused approach can be really helpful here. Often going over old ground does not add value, where focusing on what the desired future looks like can enable different and positive views to come to the fore.

Conflict management require strong leadership skills. Organizations need not to involve consultants to resolve conflicts which in my opinion it is the responsibility of organizations to understand and assess such problems. In my view, once organizations are in need for external support to manage conflicts it must be an alert to their success in business. Proactively, consultants can help improve organizations processes, policies and procedures. They can also be involved in providing gap analysis, risk assessments and audit plans to improve the organization development which reflects heavily in managing expected conflicts.

HR is the backbone of organizations, it is important that organizations set the best practices and recruit competent HR expertise for the well being of their employees and clients. HR can proactively avoid conflicts by ensuring all employees adhere to existing policies and procedures, employees having clear roles and responsibilities, and are well trained to meet their job competencies. Employees development plans especially relevant to team work, interpersonal skills and behavior can also improve the culture of the organization. An advanced HR Management processes, experienced team and advanced tools are the key to organizations success in creating healthy and productive working environment.

The generation of solutions should ideally come from those in conflict. A successful HR intervention will help those in disagreement to safely share their points, identify a common goal and commit to the plan to get there. Whilst it might be necessary for HR to suggest solutions or actions, the ownership of this belongs to the parties on conflict and the likelihood of resolution being successful is greatly enhanced if those involved identify their own way forward. I see the role of HR being more to facilitate this process, in a safe and constructive way, and providing counsel on the output rather than directly providing possible answers, although of course in clear cut situations or matters of fact it might be wholly appropriate.