Two team members are at odds over an incident. How do you resolve conflicting accounts in Employee Relations?

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When team members have conflicting accounts, I will review all details, consider each perspective, and facilitate a resolution through clear and unbiased discussion. I take the following steps to resolve conflicting accounts: Gather Information, Analyze the Facts, Facilitate Discussion, Seek Common Ground, Implement Resolution, and Provide Support.

Resolving conflicts between team members requires a balanced approach. Start by meeting with each individual separately to understand their perspective, ensuring they feel heard. Gather relevant information and documentation related to the incident. Hold a joint meeting in a neutral setting to facilitate open, respectful communication focused on facts and the incident’s impact. Identify shared goals and areas of agreement to foster collaboration. Develop a mutually agreeable resolution plan with specific actions to prevent future conflicts. Schedule follow-up meetings to monitor progress and address any new issues. This empathetic and structured approach turns conflicts into opportunities for growth and improved team cohesion.

"When investigating an incident, start by listening to each team member's account without interrupting or bias. Create a safe space for them to share their perspectives and acknowledge their feelings. Reassure them that you're seeking a fair resolution, not judging. Your role is to collect information, understand emotional undertones, and piece together an accurate picture of what happened."

Start by listening to each party separately to understand their perspectives. Encourage open communication and ensure both feel heard. Gather any relevant evidence, such as emails or witness statements, to corroborate the accounts. Facilitate a mediated discussion where each party can express their views in a controlled environment. Focus on finding common ground and understanding, not assigning blame. Emphasize respect, empathy, and the shared goal of maintaining a harmonious workplace. Finally, document the resolution process and follow up to ensure the conflict doesn't resurface. Effective conflict resolution fosters trust and collaboration within the team.

Start by speaking with each employee individually. If the incident isn't one of "legal" consequence (harassment, discrimination), I usually will then sit in a mediation session together with the employees and ask them to speak professionally to each other to air out the issue. Typically, this resolves the issue.

After listening, gather evidence to corroborate the stories. Check emails, meeting notes, or other documents related to the incident. Speak with other team members who might have witnessed the event or have relevant information. This ensures the resolution is based on objective data, not opinions. Stay neutral and discreet to maintain trust and prevent further conflict.

Gather additional evidence that you can lay your hands on while you might also need other employees (eyewitness) witnessed the incident, speak with them to get an unbiased perspective.

Collect relevant information from all sources, including any witnesses, documents, or other evidence that can provide a clear picture of what happened.

Hearing 3 sides to the story is critical. Two people involved in the situation and the third side being anyone who observed the situation. Gathering all the angles before making a decision on how to proceed is key in finding the best resolution!

With all the information gathered, evaluate the accounts fairly and objectively. Consider the incident's context, the impact on those involved, and potential consequences for the team and organization. Avoid personal biases and use critical thinking and knowledge of workplace dynamics. Your evaluation should lead to a fair conclusion that respects everyone's dignity.

In my view, a more effective Employee Relations (ER) approach in this situation would be to address and judge the issue with an awareness of unconscious bias. This could foster greater clarity and build trust among team members. It's my observation that this crucial element is often overlooked by ER specialists

Fair evaluation should be based on several key principles. It's crucial to determine who prioritizes the organization's interests over personal interests. Even if both parties seem to prioritize the organization, a thorough fact-checking and deeper investigation can provide a clearer picture. This approach will help resolve conflicts more effectively.

Assess the information objectively, without bias. Consider the credibility of the sources and the consistency of the accounts provided.

Writing notes during an investigation is extremely important. Take notes on a computer and make sure to highlight them as "Confidential"- If this is a major event, make sure to exercise in your legal team as they will have more specific criteria for you "handwritten" or "typed" notes during an interview. Anything not listed on an Investigation document need to be properly tagged by a lawyer as private and confidential.

After the investigation wraps up, remember to debrief with each party and their managers. Being transparent and honest (as much as you can be) with each party is important. However, you do not want to talk directly about any specific disciplinary action that has taken place- or not- depending on the circumstance. The phrase that works best for me is, "We appreciate that you brought this concern forward. Although we cannot disclose the specific action that we took to mitigate this issue, we can inform you that we have taken all the necessary steps to ensure that this issue does not happen again."

Maintain transparent communication with both parties about the process and your findings. Explain how you are approaching the resolution and ensure they understand the steps involved.

Start by helping the team members find common ground & mutually agreeable solutions. In case they cannot agree, propose fair and objective solutions based on the information gathered. Furthermore, create an action plan that outlines the steps both parties will take to move forward and prevent similar conflicts in the future.

Communicating your findings and the proposed resolution openly and transparently is essential to ensure that both parties feel heard and understand the decision-making process. We need to clearly explain the process us followed to gather evidence and reach our conclusion and highlight that the evaluation was based on objective evidence and aimed at fairness.

Managers should work with the employees to explore potential solutions to the conflict. This could involve brainstorming ideas, compromising, or finding a middle ground that satisfies both parties.

At the end of the day, these employees have to work together in a professional environment. Its important for them to realize that not everyone gets along, but everyone should be polite and maintain professional interactions with each other while at work.

Always check in with both team members regularly to ensure the conflict has been resolved and that they are adhering to the action plan. Offer additional support or resources, such as mediation or training, if necessary

Based on your evaluation, decide on a fair and appropriate resolution. This could involve mediation, setting new guidelines, or taking disciplinary action if necessary.

Implementing the resolution effectively is crucial to repairing the working relationship between the two team members and ensuring a positive outcome for the team and organization. Mediation, coaching, and other interventions can be instrumental in achieving this goal. We can repair the working relationship between the team members, improve team dynamics, and prevent future conflicts. This holistic approach addresses both the immediate issue and the underlying factors, leading to a more harmonious and productive work environment.

Once you are able to identify a potential resolution, don’t procrastinate but act on it. Put your decision in writing as a proof that you gave both the parties a ruling. This will help you with a disciplinary action, termination or lawsuit later. Make sure to follow up a few days after your decision, and again a week or two later to make sure you've resolved the conflict.

A person with high emotional intelligence is essential for helping parties move forward. When people spend around nine hours a day at work, they naturally form emotional connections with the place, whether they acknowledge it or not. Therefore, someone with high EQ can facilitate a win-win solution, helping the parties progress with minimal bitterness.

Quando surgem divergências no ambiente profissional, sugiro que o foco principal seja a resolu??o do problema, considerando a melhor op??o para a organiza??o. Dessa forma, os envolvidos n?o se sentir?o pessoalmente atacados, o que nunca deve ser o objetivo. é importante que as alternativas sejam analisadas por alguém competente ou superior hierárquico.

Encourage the team to move forward positively after the resolution. Offer support to help rebuild trust and improve teamwork.

Conflict resolution should always be viewed as an opportunity to enforce culture. It requires creativity and empathy. All parties in a conflict can usually find agreement when shared interests are articulated and prioritized. When the organization’s interests/values/ culture are defended the sense of fair or unfair doesn’t become a stumbling block.

Encouraging informal ways to resolve workplace conflict and first understand the issue with facts and both side :- 1. Take action to resolve conflict early and informally. 2. Be ready to facilitate. 3. Speak to each team member individually. 4. Bring both sides together to communicate. 5. Protect employees by removing them from conflict situations.

When you’re dealing with workplace conflict, you want to make sure to document such incidents for future references. Be sure to include the facts from any employee-related incident, as well as the resolution each party agreed to. This will help you monitor behavior over time and identify employees who could be toxic to your work environment. It’s also important to record incidents in case any employee should try to take you to court.

Here’s What Else to Consider Follow Up: Check in with both parties after some time to ensure the resolution is holding and to address any further issues. Policy Review: Ensure that company policies regarding conflict resolution are clear and up-to-date. Training: Provide training on conflict resolution and communication skills to prevent future incidents. Confidentiality: Maintain confidentiality throughout the process to protect the privacy of the individuals involved and to uphold trust.