2 minute read
WorkPeace: Get Curious
Amy Robertson
If you work in Human Resources or manage employees, you will no doubt be involved with resolving conflict at your workplace.
A common reaction for most people called to help resolve conflict at work is avoidance. I suggest getting curious. Get curious by asking the right people the right questions.
As a mediator, here are my five steps you can take to get curious and help resolve issues that arise in the workplace. 1. Confirm who is involved.
That will typically range from two people to an entire division or team. For simplicity, let’s assume two staff members are not getting along. 2. Talk to each person privately and confidentially.
Ask them for their perspective on the incident or incidents that have led to the conflict or strain.
How do they think they have contributed to the conflict?
3.
4. Ask each person what a good outcome would be for him or her. That is important! Do they want a finding of fact (an investigation) or are they open to moving forward if certain changes or acknowledgements are made? More often than not, I find changes and/or acknowledgements will be required from both participants. Ask what each person thinks the other person’s perspective is. Ask each participant to try on the other person’s shoes, figuratively. Perhaps he or she has health issues or stress at home. Note: You are not divulging any confidential information you may have; you are helping the other person get curious and shift to a broader perspective
©iStockphoto.com/Yuri_Arcurs
of the situation. While someone’s circumstance does not condone poor behaviour, it can help another party to understand a situation differently.
5. Task each person to describe options that could help to move forward with the other person.
If the parties are stuck, some options you could suggest are setting up a meeting or lunch, a facilitated conversation, or mediation. If the participants do decide to meet together, remind them to come with a willingness to listen and understand things differently.
As you gather this information, the next steps will be revealed. You don’t need to know all the answers when you are presented with a problem. While the above steps will not resolve every issue, they can help in a lot of circumstances.
Giving people the opportunity to be heard and understood is powerful. s Amy Robertson is a Mediate BC Civil and Family Roster mediator in Victoria, BC.
