Conflict Resolution in Human Resource
Part 1: Conflict Resolution Scenario
In the finance department, two clerks are arguing about who should be responsible for keeping the files that are related to filing taxes. Both of the two employees work in the same office but have partitioned such that everyone has their own working space and desk. The role is not well defined and assigned to a particular officer, and the chief accountant has also not given a clear direction on the same issue. One of the clerks has been filing the documents since they were employed and now finds it unreasonable and cumbersome as both have the same job description. He feels that his colleague, too should help in filing the crucial document. In other words, it should be done in turns until such a time that that particular task is assigned to a particular officer in the finance department. The employee who has been doing the work also feels that it should be assigned to someone or be compensated for such extra work since he does something extra from his job description and assigned responsibilities. His colleague, on the other hand, disagrees by pointing out that because he is older than him, he should be the one doing the task with no extra compensation. In addition, there should be no task-sharing of the same. Their supervisor had requested them to agree on a formula they can be used in order to make them work in harmony while performing that duty in turns when required. They, however, did not agree, and hence the conflict arises and needs to be solved by the human resource manager.
Part 2: Approach to Resolving the Conflict
In order to resolve the conflict that has occurred between the two workmates, it is prudent for the human resource department to have an applicable conflict resolution strategy. This would ensure that the right steps that are suitable for that particular conflict have been taken (Lewin, 2016). There are five steps that should be followed in this conflict resolution strategy so that it is systematic and can be done in an amicable manner.
Defining the Source of the Conflict
This is the first step in this conflict resolution strategy. The human resource manager and the two parties must know where the conflict is coming from (Wallensteen, 2018). In this case, the conflict is due to the responsibility of keeping files that are used in filing taxes for the organization. There has been no specific officer working in the finance department assigned or charged with that particular responsibility. The employee who has been handling the task now feels that it is unfair for him to perform the task, yet his colleague does not do it. In addition, the other colleague argues that because of his age, he should be exempted from the task. This is the source of the conflict.
Looking Beyond the Incident
The human resource officer should be able to look beyond the conflict. This entails the fact that there may be a situation where the two parties in conflict have attached one another (Currie et al., 2017). In addition, most definitely, their working relations have been affected. In the finance department, collaboration and working closely together are needed for better financial decisions, which actually affect the overall performance of the company. So such considerations should be looked into so much mending of the already damaged working relationship is restored after the conflict is resolved between the two parties.
Request Resolution Suggestions
This step involves the human resource manager, who is the mediator asking for resolution suggestions from the conflicting parties. The mediator would be listening to what the two colleagues would suggest as part of resolving the conflict. This is important as it shows that the mediator is able to take into consideration and even implement the ways of solving the issues between the two parties (Bratton & Gold, 2017). There will be the need to be careful so that all the suggestions are listened to, and you observe the body language of the other party concerning the suggestion. After all, the two parties are in the same department, the same office and they would be working together hence an amicable and acceptable solution would be better for the two workmates.
Identify Solution Acceptable By Both Parties
This is the most challenging step in conflict resolution as the two parties need to accept the solution reached. The human resource manager, who is the mediator, must ensure that the suggested solution is acceptable and reasonable for both parties to feel safe and free to work together again (Wallensteen, 2018). In this scenario, both parties agree that the responsibility of keeping the files is for both of them hence the need to share the responsibility. They would, therefore, do it in turns so that no one feels burdened by the responsibility. In addition, they agreed that it is their supervisor, who is the chief accountant in the department who will decide on the cycle of how they will be performing that particular responsibility.
Agreement
This is the last step in the conflict resolution. This involves both parties coming into an agreement concerning the solution that has been adopted in solving their conflict. In this case, even the mediator must make sure that the solution is acceptable not only by the two parties but also by any other party that would be involved in its implementation (Lewin, 2016). In this case, the chief accountant must be informed on his or her role in implementing the solution that has been reached.
References
Bratton, J., & Gold, J. (2017). Human resource management: theory and practice. Palgrave.
Currie, D., Gormley, T., Roche, B., & Teague, P. (2017). The management of workplace conflict: Contrasting pathways in the HRM literature. International Journal of Management Reviews, 19(4), 492-509.
Lewin, D. (2016). Resolving Workplace Conflicts through Litigation: Evidence, Analysis, and Implications’, Managing and Resolving Workplace Conflict (Advances in Industrial & Labor Relations, Volume 22) (pp. 31-67). Emerald Group Publishing Limited.
Wallensteen, P. (2018). Understanding conflict resolution. SAGE Publications Limited.