Conflict Resolution as an HR Core Competency
Workplace conflict is inevitable. The question is not whether conflict will occur but how it will be managed. Effective conflict resolution preserves working relationships, addresses underlying issues, and can even lead to better outcomes. The SHRM Body of Applied Skills and Knowledge (BASK) addresses conflict resolution within the Relationship Management and Communication competencies, and it is tested extensively on both the SHRM-CP and SHRM-SCP exams.
Understanding Conflict: Types and Sources
Types of Workplace Conflict
Task conflict involves disagreements about work content, priorities, and methods. Moderate task conflict can actually be constructive because it forces consideration of multiple perspectives.
Relationship conflict involves interpersonal tensions based on personality differences or personal animosity. Relationship conflict is almost always destructive.
Process conflict involves disagreements about how work should be done, who should be responsible, and how decisions should be made.
Common Sources
- Resource competition: Limited budget, staff, space, or equipment
- Role ambiguity: Overlapping responsibilities or unclear authority
- Communication failures: Misunderstandings, assumptions, or insufficient information
- Values and style differences: Different work styles, priorities, or values
- Organizational change: Restructuring, new leadership, or policy changes
- Performance issues: One person's poor performance affecting colleagues
Conflict Resolution Approaches
The Thomas-Kilmann Conflict Mode Instrument identifies five approaches, each appropriate in different situations.
Competing (Assertive, Uncooperative)
Appropriate when quick, decisive action is needed or when important issues require unpopular actions. Inappropriate when both parties have legitimate interests or when preserving the relationship matters.
Accommodating (Unassertive, Cooperative)
Appropriate when the issue matters more to the other person, when you realize you are wrong, or when preserving harmony is paramount.
Avoiding (Unassertive, Uncooperative)
Appropriate when the issue is trivial, when emotions are too high for productive discussion, or when more information is needed.
Compromising (Moderately Assertive, Moderately Cooperative)
Appropriate when both parties have equal power and mutually exclusive goals, or when a temporary solution is needed quickly.
Collaborating (Assertive, Cooperative)
Appropriate when both parties' interests are important and a win-win solution is possible. The SHRM exams generally favor collaborative approaches when the scenario allows for them.
Use our diagnostic assessment to practice identifying the most appropriate approach for different scenarios.
Mediation Skills for HR Professionals
The Mediation Process
Step 1: Prepare. Meet individually with each party to understand their perspective and assess their willingness to participate. Set ground rules.
Step 2: Open. Explain the purpose and process. Emphasize that the goal is to find a solution that works for both parties.
Step 3: Listen. Allow each party to share their perspective without interruption. Use active listening techniques.
Step 4: Identify interests. Beneath stated positions lie underlying interests. Effective mediation focuses on interests because they are often compatible even when positions conflict.
Step 5: Generate options. Brainstorm potential solutions. Encourage creative thinking and discourage premature evaluation.
Step 6: Evaluate and agree. Help the parties select a solution that best satisfies both parties' needs. Document the agreement.
Step 7: Follow up. Assess whether the agreement is working and make adjustments if needed.
When to Escalate
- When the conflict involves allegations of harassment, discrimination, or other illegal conduct
- When there is a significant power imbalance
- When one or both parties are unwilling to participate in good faith
- When the conflict has escalated to affect organizational performance or employee safety
- When previous resolution attempts have failed
- When the conflict involves senior leadership
Learn more about conflict management in the leadership competency framework.
Building a Conflict-Positive Culture
A conflict-positive culture normalizes healthy disagreement, provides training in conflict resolution skills, establishes clear policies and procedures, protects employees from retaliation for raising concerns, and treats conflict as an opportunity for improvement rather than a problem to be suppressed.
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Conflict resolution is one of the most practical and frequently tested skills on the SHRM exams.
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