Handling Workplace Conflict

To provide a comprehensive and structured process for identifying, addressing, and resolving workplace conflicts to foster a positive and productive work environment. This SOP applies to all employees, supervisors, and HR personnel responsible for recognizing, managing, and resolving workplace conflicts.

Human Resources - Employee AssistanceHuman Resources - Human Resources Management

Handling Workplace Conflict

Recognize and Assess the
Conflict
- Identify Signs of Conflict
- Assess the Severity
Reporting the Conflict
Conducting a Mediation Meeting
- Provide a neutral and
  private meeting space to
  ensure confidentiality
- Arrange a meeting with
  all involved parties within
  [X business days] of
  the report
- Facilitating the Meeting
  - Start by establishing ground
    rules (e.g., no interruptions,
    mutual respect, and confidentiality)
  - Allow each party to
    share their perspective without
    interruption
  - Ask clarifying questions to
    identify the root cause
    of the conflict
  - Guide the discussion toward
    potential solutions
- Documenting Outcomes:
  - Record the meeting discussion,
    including agreed-upon resolutions, next
    steps, and timelines
  - Provide each party with
    a written copy of
    the resolution agreement
Implementing and Monitoring the
Resolution
- Set clear deadlines for
  resolution steps
- Assign specific responsibilities to
  each party (e.g., changes
  in behavior, follow-up actions)
- Schedule follow-up meetings after
  [X weeks] to review
  progress and address lingering
  issues
- Document progress and any
  new developments
Escalation if Necessary
- Consider additional actions, such
  as reassigning roles or
  recommending disciplinary measures if
  appropriate
- Escalate unresolved or recurring
  conflicts to HR leadership,
  senior management, or external
  mediators
- Documents all escalated cases,
  including final resolutions and
  any resulting actions

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Handling Workplace Conflict