Effective conflict resolution begins with a well-structured intake process. The HERE approach-Honor the relationship, Explore the story, Reflect, and Enable/Empower-provides a framework for HR leaders to navigate initial conflict conversations efficiently and impactfully.
Key Elements of Effective Conflict Intake
Questioning Techniques
- Open-ended questions. Encourage elaboration on thoughts and feelings. For example:
- How do you feel about the situation?
- What are your concerns?
- Can you tell me a little more about what happened?
- Clarifying questions. Further understanding and avoid misunderstandings. For instance:
- When you say [restate it briefly], can you provide me a bit more detail?
- Can you give me an example?
- I want to make sure I understand a bit more. From your point of view, are you saying . . . ?
- Reflective questions. Promote self-reflection and perceived empathy. Examples include:
- How do you think [what happened] impacted the other person?
- How do you think each option aligns with your values and goals?
- Evaluative questions. Empower employees to take responsibility and find solutions. Use these sparingly:
- What are a few next steps from your perspective?
- What support do you need to move forward?
- What is your view of the business impact of this conflict?
Structuring the Intake Process
- Be present and non-investigatory.
- Use the HERE structured approach.
- Adapt questioning techniques to the personalities involved and resolution stage.
- Focus on effectiveness instead of efficiency.
By implementing these strategies, HR leaders can create a conflict intake process that is both thorough and efficient, setting the stage for successful resolution.
