You're faced with conflict resolution in HR. How can you navigate those difficult conversations effectively?

In a pharmaceutical company, a conflict might arise between the research and marketing teams over the promotion of a new drug. During a meeting to resolve this, active listening is crucial. If a marketing team member expresses concerns about the feasibility of advertising a drug with certain side effects, listen attentively, noting their tone and body language. Acknowledge their concerns by saying, "I understand you're worried about how these side effects will impact our campaign." Validating their feelings helps build trust, paving the way for a collaborative approach to addressing the issue, such as adjusting the messaging strategy to address both safety and efficacy.

We need to listen effectively, understand and react to what is said. This enables an in-depth understanding of all concerns, opinions and needs, and this makes resolving the conflict much easier. We must always pay attention to pay attention, understand what must be understood, welcome what must be welcomed.

Escucha Activa: Escucha atentamente a todas las partes implicadas sin interrumpir, mostrando empatía y comprensión. Ambiente Neutro: Organiza la reunión en un espacio neutral donde todos se sientan cómodos. Clarificación: Define claramente los problemas y preocupaciones de cada parte. Objetividad: Mantén una actitud imparcial, basándote en hechos y no en emociones. Comunicación: Utiliza un lenguaje claro y directo, evitando malentendidos. Soluciones: Fomenta la colaboración para encontrar soluciones mutuamente beneficiosas. Seguimiento: Establece un plan de acción y haz un seguimiento regular para asegurar que se cumplan los acuerdos y resolver cualquier problema adicional.

In a healthcare setting, if a conflict arises between a nurse and a doctor over patient care protocols, as an HR professional, you should thoroughly investigate the situation by interviewing both parties and reviewing relevant policies and past incidents. For instance, if the nurse feels their patient safety concerns are being ignored, and the doctor feels their expertise is being questioned, listen to both perspectives without bias. Assess the situation based on hospital policies, patient care standards, and the individuals' roles. By understanding each party's concerns and maintaining neutrality, you can facilitate a fair resolution that prioritizes patient safety and staff cooperation.

Not all conflicts are negative, conflicts have a positive side as well and the approach of looking at conflicts positively starts with acceptance without resistance. Bringing this perspective shift can greatly help people in the conflict resolving position to deal with them with a holistic mindset. It'll also encourage healthy dialogue and remove friction from the process of solving problems at hand. This approach also empowers and encourages the parties involved in a conflict to learn and solve their own problems in future instead of always needing an outside intervention. A well managed conflict also leads to increased productivity and creativity.

In a pharmaceutical company facing conflicts over drug trial timelines, clear communication is crucial. For instance, if the clinical research team and the regulatory affairs team disagree on the feasibility of meeting submission deadlines, the project manager should outline the specific timeline concerns and potential impacts on the project if deadlines are not met. They should honestly discuss constraints like resource availability and regulatory requirements, using neutral language to avoid blaming either team. Setting realistic expectations for what can be adjusted and fostering an open dialogue helps in finding a compromise that aligns with the company's goals and regulatory compliance.

Handling difficult conversations in HR conflict resolution requires preparation, empathy, and clarity. Prepare by understanding the facts and the emotional context of the conflict. During the conversation, listen actively and validate the feelings of all parties involved without necessarily agreeing with them. Use "I" statements to express your views without sounding accusatory. Aim for a resolution that acknowledges the needs of both sides and seek a commitment for action that addresses the root causes. Document the agreement and follow up to ensure the resolution is implemented effectively.

Seek first to understand yourself. Dr Thomas Gordon provides valuable insights in relationships between parents and children (cf. team leader vs team member) see his book on L.E.T. or if you a new parent P.E.T...Parent effectiveness training ! Use these same skills in the work environment. Next consider the "work" by Byron Katie or listen to Eckhart Tolle and awaken your team to understand themselves then bring them together and build your "Brand" with strong outcomes that are behaviour based " I would rather see a sermon than hear one any time" cf. Edgar guest. Perhaps this view is better viewed under conflict resolution....finally there is the 5 second rule, before responding consider is it true, is it kind, is it helpful......