After the informal or formal process

After the informal or formal process ends, the commissioning manager should meet with all parties to discuss what has been learned and agree on next steps.

A clear action plan should be put in place to rebuild working relationships. Mediation can be reconsidered if appropriate. Support is available from HR or trade unions.

Advice for rebuilding relationships

Managing and resolving conflict requires reducing stress and restoring balance.

Acknowledge the situation - Be honest and open about the problem. Clear communication is key to resolution.

Listen actively - Pay attention to what is felt as well as said. Listening helps build understanding and makes it easier for others to hear you.

Focus on resolution, not winning - The goal is to strengthen relationships, not to prove who is right. Respect the other person’s viewpoint.

Allow feelings to be expressed - Conflict often involves anger or hurt. These emotions need to be acknowledged before problem-solving can begin.

Define the problem clearly - Understand the impact on work and relationships. Meet with employees separately at first to explore the situation.

Stay in the present - Avoid dwelling on past grievances. Focus on what can be done now to move forward.

Be willing to forgive and let go - Holding on to resentment prevents resolution. If agreement isn’t possible, agree to disagree and move on.

Identify underlying needs - Look for needs rather than solutions. Understanding why someone wants a particular outcome helps create win-win options.

Find common ground - Agree on the problem, the process to follow, and small changes that can lead to success.

Work together on solutions - Generate multiple options and discuss their merits. Make sure everyone agrees on the actions to take.

Plan follow-up - Schedule regular check-ins to monitor progress. Weekly meetings can help ensure relationships are improving.