Learn Conflict Resolution With a Bachelor of Science in Business Administration in Human Resource Management

Dealing with conflicts in the workplace is never fun, but it is an essential part of the job of any human resources (HR) manager. For those looking to build the skills to handle these situations professionally, Northern Kentucky University (NKU) offers an online Bachelor of Science in Business Administration (B.S.B.A.) – Human Resource Management program designed to prepare graduates for these precise challenges.

Workplace disagreements and dysfunctional conflict can lead to disastrous results, especially because they often stir up strong emotions. Resolving workplace conflicts is critical to maintaining a healthy work environment for employees. However, the path to a rational solution is often blocked when anger takes over, potentially leading to a major office disruption with poor communication, personality conflicts and misunderstandings among workers.

When Should HR Address Workplace Conflict?

Human resources managers serve as a critical neutral party when employees and managers cannot resolve disputes on their own. If employees cannot resolve their disagreement or if the situation has legal implications, a human resources manager should intervene to help, especially when the following scenarios arise:

• Employees have conflicting opinions about an unresolvable situation, and their manager does not have a solution
• An employee believes their manager cannot provide a fair assessment because their manager gives other involved employees preferential treatment
• The employees want a human resources manager to mediate between them and their manager to be a neutral voice of reason
• Managers or directors from different departments don’t believe their supervisor can provide an unbiased opinion

Even employees not directly involved in a conflict experience the impacts of workplace disagreements, so resolving these situations quickly is vital to avoid a decrease in morale and an increase in turnover. Conflicts can also cause employees to lose trust and respect for their managers.

Preparation for Confrontation

NKU’s Negotiation and Conflict Resolution course is especially helpful in teaching students how to find solutions when co-workers don’t see eye-to-eye and need a mediator. The course covers effective conflict resolution strategies that HR managers employ when faced with difficult situations. Students discuss topics like conflict preparation, bargaining and persuasion leverage, and the influence of ethics, gender and culture on different practices.

Conflict resolution studies at NKU also expose students to real-life scenarios they might experience in work settings by simulating negotiations. HR managers must strive to remain neutral when helping to resolve these situations.

Methods for Resolving Workplace Conflict

To successfully resolve disputes in an office setting, human resources managers must develop a strong skill set that includes self-awareness, self-control, assertive communication, collaboration, problem-solving, empathy and active listening. Remote and hybrid work arrangements have introduced additional challenges with none of the parties involved sharing the same physical space.

One way to help resolve intense conflicts in person or virtually involves a three-step method that sets the table for bringing about a solution. Those steps are:

1. Engaging respectfully: Respect is a key to dealing with co-workers involved in conflict. Using the right tone and words can help resolve a situation.
2. Listen fully: Listen to and consider each side’s perspective and feelings.
3. Verbalize feelings: Make sure that each party understands why there is a conflict from the other party’s viewpoint.

Collaborative Problem-Solving in HR

Collaborative problem-solving is an effective approach to finding solutions to complex challenges and can be a crucial component of resolving conflicts. The six steps in a collaborative problem-solving approach are:

1. Defining the primary needs surrounding the conflict
2. Uncovering the root causes of the conflict
3. Brainstorming solutions
4. Choosing solutions that meet the needs of both parties
5. Implementing the plan
6. Evaluating solutions and reevaluating, if necessary

Employees should never hesitate to ask human resources to help resolve their workplace conflicts. Students in NKU’s B.S.B.A. – Human Resource Management program develop the foundational skills to mediate these scenarios and have fulfilling careers.

Learn more about NKU’s online B.S.B.A. – Human Resource Management program.