The PSU Ombuds Office provides impartial and confidential assistance in resolving conflicts or grievances and in mediating interpersonal disputes. Their work involves a few practical steps that can create a successful problem solving experience. The following tips can be used in working with employees to resolve differences between two or more employees whose work is being effected by unproductive interactions.

Start listening generously. Each person involved in a conflict must have uninterrupted time to explain their perspective. Avoid formulating a response until the other person is done speaking. Summarize what you have heard and ask if you have understood properly.

Choose the proper time and place to initiate dialogue. Avoid confronting an employee or mediating between two confrontational employees when you are tired, hungry, or limited by time. Make sure that you and the employees involved are rested and calm enough to deal with the situation rationally. If a postponement is needed, make arrangements for the future.

Identify and prepare for the problem. Think about the reasons you have a problem with the employee or they have been having problems between them. Think about how to clearly communicate issues, coach the participants in the conversation on how to do this and if needed, encourage practicing through role-play with a friend before the meeting takes place.

Separate the people from the problem. Avoid personal attacks. All participants need to speak from their own experience and avoid blame.

Focus on interests, not positions. If you seek to satisfy interests versus a particular position, you may be able to find creative solutions to meet that need.

Search for creative solutions that benefit all parties. Brainstorming many ideas without criticism can be a great way to explore different ways to meet people’s needs. Working with all interested parties, write down as many ideas as possible that address various aspects of the situation. After you have many ideas, then you can troubleshoot and refine them to craft an agreement.

Participants will need to balance emotions with reason and take responsibility for personal actions. Conflicts are often emotional, but emotions can get in the way of effective problem solving. Acknowledge both your emotions and those of others involved, but learn to see past them to find rational possibilities for solutions.

Work to understand other perspectives. Often, conflict arises as a result of perspectives that we don’t understand. Attempting to see a situation from another point of view doesn’t necessarily mean that someone agrees with another person, but it can help people to approach the problem comprehensively.