What should HR do when internal conflicts affect work performance? | Safe and Sound

Uncontrolled conflicts can cause stress, fatigue, reduce motivation and work performance. Therefore, the role of the human resources (HR) department in resolving conflicts is extremely important. HR not only needs to detect and handle problems but also needs to build a positive working environment, helping employees feel safer and more connected. The following article will help HR understand the causes and impacts of internal conflicts and provide effective ways to resolve internal conflicts.

Ngo Thi Sang | Master of Educational Psychology – Applied mental health care Safe and Sound

Institute of Medical Technology Applications

1. Causes of internal conflicts in businesses

Before attempting to resolve a conflict, the HR department needs to identify the source of the problem. According to psychologists, some common causes of internal conflict include:

1.1. Differences in perspectives and working styles

Differences in perspectives and working styles

Every employee has different experiences, skills, and approaches to work. When opposing views are present but there is no mutual listening and respect, conflict can easily arise. For example, an employee who prefers to work in a structured manner may feel frustrated with a co-worker who works haphazardly and without a specific process.

1.2. Ineffective communication

Lack of clear communication is one of the leading causes of misunderstandings and conflicts in the workplace. When information is not fully communicated or misinterpreted, employees can feel neglected, misunderstood, or unappreciated.

1.3. Unhealthy competition between individuals and departments

Competition at work is necessary to drive performance, but if left unchecked, it can become a source of stress and burnout. Employees may feel threatened when their colleagues perform better, leading to negative attitudes, jealousy, or even unprofessional behavior.

1.4. Lack of fairness and transparency in management

When employees feel they are not treated fairly, especially in performance reviews, salary increases or promotions, according to psychologists, they easily lose trust in the organization. This can give rise to underlying dissatisfaction, leading to conflicts between employees and managers.

2. The impact of internal conflict on work performance

Conflict not only affects individual psychology but also negatively impacts the entire organization. Psychologists say some common consequences include:

- Reduced work motivation: Employees in a state of stress often have difficulty concentrating and are no longer interested in work.

Reduced motivation to work

- Reduced productivity and performance: When conflicts persist, time and energy are wasted on arguments instead of focusing on the main work.

- Increased turnover rate: If employees feel the working environment is too stressful, tiring and has no solution, they will easily have the mentality to leave the company to find a better working environment.

- Affects team spirit: Conflicts between members can disrupt cooperation, causing projects to be delayed or ineffective.

Therefore, the HR department needs to proactively intervene and apply appropriate strategies to minimize this negative impact.

3. What should HR do to resolve internal conflicts effectively?

3.1. Identify and assess the level of conflict

According to psychological experts, before intervening, human resources need to assess the severity of the conflict to come up with an appropriate solution. Some important questions to ask:

- Does this conflict directly affect work performance? If the conflict is personal but does not affect work, the parties can be encouraged to resolve it themselves. However, if the conflict causes consequences such as reduced productivity, disruption of work or loss of morale and psychology of the entire team, human resources need to intervene immediately.

- Are the parties involved willing to resolve the conflict? Some conflicts may persist because one or both parties are unwilling to cooperate. If this happens, HR needs to take a tactful approach to promote dialogue and remove employee defensiveness.

- How long has the conflict lasted and is there any sign of escalation? If the conflict has been going on for a long time and is showing signs of escalation (such as heated arguments, even negative behavior such as blaming or badmouthing colleagues), HR needs to handle it immediately to avoid further impact.

After assessing the level, the staff can choose the appropriate approach. Psychologists suggest that if the conflict is minor, employees can resolve it themselves through communication and compromise. If the situation is serious, the staff needs to have an intermediary intervention, even mobilizing the participation of senior management or a psychologist to resolve it thoroughly.

3.2. Create opportunities for dialogue and active listening

Create opportunities for dialogue and active listening

According to psychologists, one of the most effective ways to resolve conflicts is to create a space for open dialogue where parties can express their views without fear of being judged.

HR can follow these steps:

- Meet each party separately to understand the cause: Before organizing a general dialogue, HR should listen to each individual to understand their perspective and feelings. This helps HR identify the root of the problem and find points of reconciliation.

- Arrange a facilitated meeting: When both parties are ready, a joint meeting should be held with the HR or manager acting as facilitator. Psychologists say the goal is not to criticize or blame, but to work together to find a solution.

- Encourage parties to listen to each other instead of criticizing: One of the reasons why conflicts become serious is because parties only want to defend their own views without really listening to the other party. Psychologists suggest that HR can guide employees to use active listening techniques, such as repeating the other party's opinion before responding, or using open-ended questions to encourage understanding.

An effective conversation should focus on finding solutions, rather than on mistakes or personal differences.

3.3. Propose win-win solutions

After the dialogue, the staff should propose practical solutions that help both sides reach consensus. Some possible solutions may include:

- If the conflict stems from a misunderstanding in communication, HR can organize a training session on effective communication skills, helping employees understand how to better convey and receive information.

- If the cause is due to pressure and stress at work, you can adjust the workload or reassign tasks appropriately to help reduce psychological stress between the parties.

- If the conflict involves job evaluation and benefits, HR needs to ensure that policies on compensation, promotion and performance evaluation are implemented in a transparent and fair manner.

The ultimate goal is to create a win-win solution that leaves everyone feeling more comfortable at work, thereby restoring morale, motivation, and team collaboration.

3.4. Building an open and transparent working culture

Internal conflict cannot be completely eliminated, but employees can minimize and prevent it by building a healthy work culture. According to psychologists, some important measures include:

- Create a work environment where employees can give feedback and suggestions without fear of being judged: When employees feel their opinions are respected, they will tend to resolve conflicts more professionally, instead of keeping them inside or expressing them in a negative manner.

- Establish a clear conflict resolution process: The organization should have specific guidelines on how to handle conflicts, from internal dialogue, HR consultation to management intervention if necessary.

- Training employees and managers on conflict resolution skills: HR can organize courses on positive thinking, effective communication and emotional and stress management, helping employees and managers have the tools to resolve conflicts themselves before needing support from HR.

Solutions to help businesses create work motivation and build sustainable organizational culture

At Safe and Sound, we not only provide individual psychological counseling services but also accompany businesses in motivating employees and building a positive organizational culture. Through in-depth workshops on work motivation, emotional management, internal communication and mental health, we help your employees improve performance, increase engagement and feel more meaningful in their work.

In addition, Safe and Sound also provides specialized consulting services to help businesses design a working environment that supports personal development, builds effective reward systems and promotes a sustainable corporate culture.

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