Creating a Conflict Resolution policy

Key points to include

It’s important to cover the steps to conflict resolution from beginning to end. Possible sections include:

• Examples of situations that may lead to using the policy
• Procedures to follow when raising an issue
• How concerns are evaluated
• Possible outcomes

The bulk of your policy will consist of the appropriate steps an employee should take when an issue arises. You’ll want to include as much detail as possible. For example:

• The order of steps and how long each will take
• Access any relevant forms
• Who determines the outcome and how the employee will be notified
• How to appeal, if applicable
• No retaliation for voicing concerns

Why it matters

It’s best to START each handbook policy with the “why” that supports it. Chances are, as you fleshed out the details of your conflict resolution policy, some policy benefits crossed your mind. Since conflict resolution is pretty heavily focused on employees in the first place, it should be easy to explain why the policy exists. Once you’ve developed the “why,” you’ll want to put it at the beginning of the policy — before the nitty-gritty details of how the process works.

You might introduce your conflict resolution policy like this:

Even in the best work environments, you may occasionally encounter problems or frustrations. It’s best to address issues as quickly as possible, so we have developed a conflict resolution policy that we encourage you to follow when concerns arise. Although some issues can be resolved with a simple conversation, we know others are more complex. Please use this policy to bring any issues to our attention so we can help make things right.

What’s trending

Have you ever contacted a customer service team about an issue with a service or product, only to be wowed by the outcome? Before you know it, you find yourself singing the company’s praises louder than you would have if there was never a problem at all. That’s a lot like effective conflict management in the workplace. A thoughtful approach to conflict resolution can lead to improved problem-solving skills and — even better — inspired employees.

Recent years have brought about increased social and political movements. As a result, many employers have taken steps to promote healthy and meaningful conversation around different viewpoints. Even with open lines of communication, it’s important to establish a formal complaint process so employee voices can be heard. Otherwise, you could create a hostile work environment where issues fester.

If you have employees who work remotely, be sure they understand that their opinions matter, too. Remote work can feel isolating at times, so it’s crucial that remote employees feel equally empowered to voice concerns as employees who work in an office setting.

Additional notes

Provide easy access to related policies. Your Conflict Resolution policy might reference these policies:

• Policy against Harassment, Discrimination, and Retaliation
• Equal Employment Opportunity
• Open Door Policy

While you’re perfecting your handbook, check out some other Blissbook content focused on policy creation:

• How to Write Policies & Procedures
• How to Write a Culture-First Employee Handbook