What Is a Conflict Resolution Professional, and How Can One Add Value to Your Business?

Few organizations are immune to conflict. Disagreements on best practices, contrasting ideas and minor misunderstandings are all natural consequences of today's dynamic workplaces. While these can have positive outcomes, fostering creativity and innovation through diverse perspectives, they can also  escalate, creating a less-than-ideal environment. This negativity can significantly impact morale, productivity and even lead to employee turnover.

While an organization’s HR department and leadership can be key to resolving internal conflict, professional conflict management organizations know that the surest way to address this is to hire a conflict resolution professional, who can help organizations navigate employee turmoil. But what exactly do these professionals do?

What Is a Conflict Resolution Professional?

A conflict resolution professional—also known as a facilitator or neutral—is someone with in-depth experience in de-escalating tension and facilitating productive dialogue between individuals and teams. They possess a deep understanding of human behavior, conflict dynamics and the intricacies of negotiation. They function as impartial guides, helping navigate disagreements toward mutually agreeable solutions.

Why Is Involving a Facilitator Effective?

A common question from organizations facing conflict is "Why can't we resolve this internally, with the people who know each other and our business the best?" This is a valid question. While a facilitator’s professional conflict resolution skills play a crucial role in their effectiveness, the seemingly counterintuitive truth is that their strength lies precisely in their external perspective. Let's delve into how a facilitator addresses conflict within an organization.

Neutrality and Impartiality

Internal parties involved in the conflict may have personal biases or preexisting relationships that cloud their judgment. A professional facilitator is a neutral third party who can approach the situation objectively and focus on all parties feeling heard.

Skilled Communication Facilitation

The role of a conflict resolution professional is to allow everyone to fully express themselves, skillfully guiding the conversation to make everyone feel they have a voice and to prevent emotional outbursts that can derail progress. Their training in effective communication techniques is crucial to initiating open dialogue where active listening and empathy are used.

Process and Structure

Neutrals follow a structured process for resolving conflict, which helps keep discussions focused and prevents them from going off on tangents. This structure also helps keep things on track so that all relevant issues are addressed.

Conflict Management Strategies

These professionals possess a deep understanding of conflict resolution techniques and can tailor their approach to the specific situation. This allows them to identify underlying causes of conflict and develop creative solutions that address everyone's needs.

Building Trust

A skilled facilitator can build trust with all parties involved, which may have seemed impossible due to past history, creating a safe space for open communication and the exploration of solutions.

Power Dynamics

Internal conflicts can be complicated by power dynamics within the organization. A conflict resolution professional can help level the playing field and listen to all parties, regardless of position.

Maintaining Confidentiality Both Internally and Externally

Some parties involved in a conflict might not feel comfortable sharing details with employees of the organization, fearing repercussions. Having an external facilitator allows participants to voice complaints more freely, mitigating concerns about conflicts of interest. Additionally, they typically uphold strict confidentiality agreements external to the organization, promoting a more transparent and unbiased resolution process.

How Do Facilitators Work?

The best way to illustrate the transformative power of conflict resolution professionals is to look at an actual intervention, which will allow us to understand how all of the above plays in practice. The below case study, while not very extreme, is a good example of an organization involving such a professional at the right time, avoiding an escalation of the situation and its ramifications. It took place in a midsize tech company. (The names have been anonymized to protect the intervenient’ s privacy.)

The Problem

Tensions had been simmering between two key departments: the Development team and the Marketing team. The Development team, led by Kevin, was frustrated with what they perceived as unrealistic deadlines and ever-changing priorities set by the Marketing team, headed by Sarah. On the other hand, Sarah's team felt that Kevin’s team was unresponsive, inflexible and slow to adapt to market demands. This was exacerbated by the fact that Kevin and Sarah had worked together before, having a personal history of conflict.

Despite a few interventions by top leadership and a commitment by both parties to try to find solutions, conflict kept arising and resentment kept building. Their respective teams were already set against each other, leading to multiple conflict points that were too vast to address with the available resources. In the meantime, this difficult environment began affecting employee morale and productivity, leading to a few resignations.

The Solution

Recognizing they had exhausted their arsenal of solutions internally, the company's HR department decided to bring in a conflict resolution professional named Mary. Mary had extensive experience in mediating workplace disputes and was well versed in professional conflict resolution techniques.

The Process

Preliminary assessment: Mary began by conducting one-on-one interviews with key stakeholders from both teams. This allowed her to understand the root causes of the conflict, the emotions involved and the specific issues each side faced.

Drafting a plan: Once she gathered key information and the core challenges, Mary designed a targeted intervention. This is a plan to address the specific dynamics at play and lay the groundwork for a resolution. To better increase the chances for success and make sure everyone got what they needed, Mary outlined who needed to talk to whom, in what order, as well as the essential skills needed for each interaction.

Training: Mary trained both teams and key professionals in the organization in conflict de-escalation techniques, active listening and how to achieve compromise, which gave them the skills to navigate future conflicts.

Facilitated dialogue: Mary then organized joint discussion sessions so that both parties could express their concerns openly while avoiding escalating the situation. Mary modeled and demanded active listening and empathy from the participants to create a safe space for dialogue, solidifying the tools and boundaries required for a productive conversation. In the discussions, Mary also requested that they try to see the problem from each other’s point of view to foster understanding.

Identifying common ground: Through these discussions, Mary helped both teams identify common goals—such as the successful launch of a new product and the need to establish a safe environment conductive for work—that they could rally around. She emphasized that while their approaches differed, their ultimate objectives were aligned.

Developing solutions: Mary guided the teams in brainstorming solutions that addressed the concerns of both sides. For instance, they agreed to implement a more flexible project management system that allowed for iterative feedback from the Marketing team without overwhelming the Development team with last-minute changes. Kevin, Sarah and their respective teams recognized the process should be focused on identifying solutions that were acceptable, though not necessarily ideal, for both parties.

Road map and next steps: Once a consensus was reached, Mary helped draft an agreement outlining the new processes, next steps to implement them and expectations from both teams. This document served as a reference point for accountability and clarity moving forward.

Benefits of Conflict Resolution in the Workplace 

After the intervention, both participants and the organization's leadership expressed significant satisfaction with the outcome. A few months later, Mary followed up to assess the results and find out if they registered any long-term benefits of conflict resolution in business. The teams reported that although there were still some disagreements, it was easier for the intervenient to center the teams on their common goals. They reported improved communication and teamwork, reduced turnover and an increase in productivity, which aided the company’s bottom line.

HR also noted that the teams were using what they had learned to address emerging conflicts.

Mary’s case is not an isolated one, as the long-term benefits of conflict resolution are the ones most focused on companies. Enlisting a conflict resolution professional is not only an effective way of addressing immediate conflict, but it’s also a long-term investment in conflict management within the organization.

Choosing the Right Conflict Management Professional

If you’re experiencing conflict, selecting the right facilitator is crucial to successfully addressing it. The first tip is to look for an industry professional for conflict resolution with experience handling conflicts similar to yours. Consider factors such as industry knowledge and relevant mediation training when making your decision.

At JAMS Pathways, we know our biggest asset is our team of seasoned, experienced facilitators. We invite you to check our JAMS Pathways Team page to find a profile that meets your organization’s needs.

Investing in a More Peaceful Workplace

As we’ve seen with Kevin and Sarah’s story, conflict resolution professionals are a valuable aid to effectively managing conflict in the workplace. Additionally, we’ve seen that their interventions often deliver long-term results, with the benefits of conflict resolution training and professional support far outweighing the initial investment.

By seeking the help of conflict resolution professionals, you can create a positive work environment that encourages teamwork, inspires creativity and boosts your bottom line.