HR: Deal Effectively With Conflict

Conflict occurs when individuals come together with preconceived ideas about how things should be resolved, rather than a sincere desire to work together to find a solution acceptable to both parties.

To control a difficult situation and diffuse tension, remember that people who are upset need to feel they’re being heard. Maintain eye contact with the employee and say his or her name calmly. Use empathetic statements such as, “I understand how you can feel that way,” and sympathetic agreement, such as: “I would be upset, too, if that happened to me.” Paraphrase what the person said.

If you think you can help the employee, offer only the assistance you can provide by saying, “What I can do is ...”

What if an employee becomes physically threatening? Agree ahead of time on a code word or phrase, such as”Please bring me the red folder,” to alert other managers should they need to call the police for you.

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