What is the role of HR in conflict management?

Workplace conflicts are inevitable. Whether it's a disagreement between colleagues, tension between a manager and an employee, or broader organisational disputes.

But as an HR professional, what are my responsibilities?

In his latest article, HR Specialist, Nathan Andrews outlines the role of HR in conflict management and how effective conflict management can benefit your organisation.

What kinds of conflicts can happen at work?

Conflict can arise from various sources, including:

• Interpersonal Differences – Clashes in personality, ways of working, or communication styles.
• Unclear Expectations – Misalignment of roles, responsibilities, or performance expectations.
• Workplace Changes – Organisational restructures, changes in leadership, or redundancies.
• Perceived Unfair Treatment – Grievances related to pay, workload, or promotions.
• Bullying and Harassment – More serious conflicts involving inappropriate behaviour which can include complaints of serious misconduct, discrimination, and sexual harassment.

The CIPD’s Good Work Index highlights that unresolved workplace conflict can lead to absenteeism, disengagement, and increased employee turnover. Therefore, you should take a proactive approach to conflict management to maintain a positive working environment.

What is the role of HR in conflict management?

1. Encouraging Early Resolution

One of the most effective ways for you to manage conflict is to intervene early before it escalates. You should encourage open dialogue and informal resolution wherever possible.

Mediation, facilitated conversations, and coaching can often prevent minor issues from becoming formal disputes.

2. Promoting a Culture of Open Communication

Employees should feel confident that they can raise concerns without fear of retaliation. As an HR professional you should ensure that your organisation has:

• Clear grievance and dispute resolution policies.
• Training for managers on conflict resolution.
• Regular check-ins to address employee concerns.

3. Acting as a Neutral Mediator

When conflict escalates beyond informal resolution, you may need to act as an impartial mediator. This will involve:

• Listening to all parties without bias.
• Identifying the root cause of the issue.
• Facilitating structured conversations to find mutually agreeable solutions.

ACAS recommends mediation as an effective tool for resolving disputes before they reach formal grievance procedures.

You can find out more about mediation in the workplace by clicking here.

4. Managing Formal Conflict Resolution Processes

In cases where informal approaches fail, you must ensure that formal processes, such as grievance and disciplinary procedures, are handled fairly and in line with company policies and employment law. This includes:

• Conducting thorough and impartial investigations.
• Ensuring compliance with ACAS guidelines.
• Keeping clear records of proceedings and decisions.

Click here to find out more about handling disciplinary procedures fairly.

5. Training Managers in Conflict Resolution

Line managers often act as the first point of contact for workplace disputes. Therefore you should provide training in:

• How to handle difficult conversations.
• De-escalation techniques.
• Understanding legal obligations in conflict situations.

According to CIPD research, organisations with well-trained managers’ report lower levels of workplace conflict, and higher levels of employee engagement.

When should I outsource to an External Mediator?

While, as an HR professional, you can manage many workplace disputes internally, there are situations where bringing in an external mediator is the best option. External mediation will offer:

• Complete Impartiality – Employees may feel more comfortable speaking openly to a neutral, third-party mediator rather than someone within their organisation.
• Specialist Expertise – Trained workplace mediators have the skills to de-escalate conflict and guide discussions toward a mutually beneficial resolution.
• A Faster, Less Adversarial Process – External mediation helps prevent formal grievances and legal disputes by resolving issues at an earlier stage.
• Reducing Legal Risk of Claims – An effective mediation process can help to demonstrate a commitment to fairness, reducing the risk of tribunal claims.

Outsourcing mediation is particularly beneficial in cases involving:

• Senior leadership disputes, where internal HR teams may lack the authority or neutrality required to oversee an effective mediation process.
• Serious grievances, such as harassment or discrimination allegations.
• Long-standing interpersonal conflicts, where internal mediation has not succeeded.
• At Frettens Solicitors, we offer professional workplace mediation services to help organisations navigate complex employee disputes with a fair, structured approach.

Click here to find out more about our mediation services.

Why is conflict management important in a company?

Conflict can negatively impact productivity, morale, and retention if left unmanaged.

However, when handled effectively, conflict resolution can build a culture where open communication, fairness, and collaboration is the organisational norm for your business.

As an HR professional you play a critical role in managing workplace conflict, ensuring that disputes are addressed early on (the earlier the better), fairly, and where necessary in line with UK employment law.

What are the benefits of conflict management in the workplace?

Organisations that invest in conflict resolution strategies see significant benefits, including:

• Reduced Absenteeism and Turnover – Employees are less likely to leave or take time off due to stress.
• Higher Employee Engagement – A positive workplace culture improves morale and productivity.
• Stronger Employer Reputation – Companies that handle disputes fairly attract and retain top talent.
• Mitigating Legal Risks – Proactive conflict management reduces the likelihood of costly tribunal claims later on.

Specialist HR Professionals

As an HR professional you play a crucial role in managing workplace conflict, from encouraging early resolution to ensuring fair formal processes.

By building a culture of open communication, providing mediation support, and training managers in conflict resolution, you can help create a healthier, more productive workplace.

If your organisation is looking to strengthen their conflict resolution strategies, professional mediation services and HR case management, external support can make a significant difference.

At Frettens, we specialise in HR case management, mediation, and formal hearing support to help businesses navigate workplace conflict effectively.

Need expert HR support? Get in touch with our team, on 01202 499255 or by filling in the form, for a free initial chat to discuss how we can help your organisation.