Insights

Five tips for creating a conflict resolution policy

Give employees a path to address tension and repair relationships using these guidelines.

Workplace conflict comes at a cost. CPP Inc. found U.S. employees spend an average of 2.8 hours per week dealing with conflict, costing American businesses an estimated $359 billion in paid hours each year. Managers spend up to 42% of their time on it. An easy way to proactively address conflict at your workplace is to create a conflict resolution policy that provides tools, guidance, and resources for employees to address tension as it unfolds. Here are five tips for creating an effective policy for your workplace.

1. Make open communication part of the policy

Instating a conflict resolution policy alone signals to employees to practice open dialogue, but making it explicit helps to build assurance. State in writing that healthy disagreement is normal and diverse perspectives strengthen the team. Include a link to tools that employees can use in times of tension. And be sure to pair the policy with civility and anti-harassment standards so the boundaries of "open" are clear.

2. Build a clear escalation path

Make it clear the steps to take during a moment of conflict. Usually, policies encourage the employees to use recommended tools to address the conflict between involved parties before engaging supervisors, human resources, or conflict buddies. Moving conflict up the chain often moves the conversation away from the people who can actually fix it, and those directly impacted by decisions made when they’re not in the room. When employees supersede their peers to address the problem, it can cause a further breach of trust and make the conflict more confusing to address.

3. Address conflict you see, even when no one reports it

A key part of a conflict policy is to encourage employees to address moments of tension proactively. Organizations that are in the social impact space are most likely to let conflict go unacknowledged and unresolved. This can erode your corporate culture over time and expose your employees to weathering, which might lead to decreased job productivity or increased turmoil. Encourage managers to note any signs of conflict, using the organization's provided resources, and to proactively address moments of tension.

4. Plan for the follow-up, not just the resolution

A conflict marked "resolved" in a meeting is not always resolved in practice. The same two people may clash again next month. Build follow-up into the policy. Set a check-in date after formal mediation, and provide tools to restart the conversation. Encourage HR, where appropriate, to help facilitate those follow-up conversations. This will help ensure the conflict comes to a close and foster repair between involved parties.

5. Tie the policy back to the code of conduct

Most employees read the code of conduct once, on their first day, and never look at it again. To ensure it’s put into practice, find opportunities to remind employees of its content, such as during onboarding, all-hands meetings, or annual training. It’s best to promote it in a positive light, like calling out someone who resolved conflict well on Slack, or celebrating how many people have checked out the resources in the past week. You can also formally review it and solicit employee feedback, making it a living document that grows with your corporate culture.

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