5 Key Learnings from Navigating Challenging Employee Relations Issues
Navigating the complexities of employee relations requires wisdom and experience. This article distills essential strategies from seasoned experts to tackle tough questions, enhance communication, and build a robust feedback infrastructure. Gain authoritative guidance on standardizing procedures and fostering collaborative environments that empower both leaders and teams.
- Ask Tough Questions
- Foster Open Communication
- Implement Structured Feedback
- Standardize Procedures
- Encourage Open Collaboration
Ask Tough Questions
With practice, working through employee relations issues can be the most rewarding work for an HR professional. I had an instance where one director felt bullied by another director and had several examples of the other director dismissing them, negating their decisions, and running roughshod over their operation. The director felt so unseen and unheard that they were considering going down the hostile workplace claim route. As a new HR leader to the business, I asked if I could meet with the other director and share these observations and feelings with them to get their perspective, and they agreed. My meeting with the second director was incredibly different, and it became apparent that a prior mutual boss had pitted them against each other to take the heat off themself. Plot twist!
I asked each director if the three of us could meet, and I would mediate as each shared their experiences and observations over the last year. At first, the discussion was slow-moving, cautious to the point of coming to a standstill. These directors had had a conversation like this before with the prior HR leader, and it felt they were ready to say whatever they needed to so they could get back to work.
The magic moment came in pushing them to go deeper. To avoid sinking back into "artificial harmony" (a term coined by Patrick Lencioni), going back to work and then ending right back in the HR office again in another year. Nudging them each to be more honest crumbled the walls between them. They realized there was much information that had been kept from each other, and once the holes were filled in, they realized they were holding themselves back by not engaging each other in their work worlds. They began to invite each other to sit on panels to interview new candidates because their work was interwoven, and they've enjoyed a much healthier work relationship since.
The key learning for me here, and it continues to prove true time and again, is not to be afraid to ask the tough questions. It is important to create a safe space, model psychological safety, and be vulnerable first. Then, prod people to be clear in what they've experienced, how it made them feel, and what they need differently in the future. A truly worthwhile learning to continue to hone and utilize!
Foster Open Communication
I once successfully handled a workplace conflict between two employees whose different communication styles were creating tension and affecting team morale. Instead of letting the issue escalate, I took a direct but thoughtful approach, first by meeting with each person individually to understand their concerns, then bringing them together for a mediated discussion.
We focused on a few things: clear expectations, active listening, and finding common ground to improve their working relationship. Regular follow-ups helped ensure the changes stuck. In the end, not only was the conflict resolved, but collaboration across the team improved. A key lesson learned was addressing issues early and fostering open communication makes a huge difference in maintaining a positive work environment.
Implement Structured Feedback
A few years ago, we had a longtime employee who was highly skilled but struggled with communication and teamwork, creating tension within the team. Despite multiple conversations, the issues persisted, and productivity began to suffer. Drawing on my years of experience in managing teams and understanding workplace dynamics, I implemented a structured feedback system and paired the employee with a mentor for one-on-one guidance. As a certified arborist and TRAQ certified professional, I understand that tree work requires precise coordination, and a single breakdown in communication can lead to safety hazards. By focusing on clear expectations and consistent follow-ups, the employee gradually adapted, and the team dynamic improved significantly. What could have led to termination instead became an opportunity for growth, benefiting both the employee and the company.
The key takeaway for HR professionals is that performance issues aren't always about skill level but often about communication and alignment with company values. Instead of immediately resorting to disciplinary actions, consider mentorship and structured feedback to help employees adjust. My approach ensured we retained valuable talent while strengthening our team culture. This experience reinforced the importance of patience, proactive leadership, and giving employees the tools they need to succeed. Investing in people rather than replacing them often leads to stronger, more loyal teams in the long run.
Standardize Procedures
A disagreement between two important fleet managers was one of the most difficult employee relations problems I have ever encountered. Tension arose from their disagreement over vehicle distribution, which resulted in communication breakdowns that impacted customer service and scheduling. Instead of picking sides, I met with each of them separately to learn about their issues before bringing them together for a formal mediation. We eliminated subjectivity and provided both managers with a clear framework to work within by implementing a standardized allocation mechanism.
The main lesson learned was that ambiguous procedures, not private grievances, are frequently the cause of conflict. In addition to resolving the issue, we increased operational efficiency by putting in place objective systems and encouraging open communication. HR experts can transform workplace conflicts into chances for long-term progress by addressing the underlying reasons rather than the symptoms.
Encourage Open Collaboration
We once had a dispute over packaging delays between freelance artists and fulfillment employees. While artisans were under pressure from irrational deadlines, the fulfillment staff blamed irregular deliveries. I arranged a conference where both parties could air their grievances and difficulties rather than imposing rigid rules. Simple but often ignored problems were brought to light by this candid conversation, including a lack of an efficient ordering system and misunderstandings over lead times.
We increased productivity without compromising relationships by putting in place a shared monitoring system and more reasonable deadlines. The most important lesson? Working together is more productive than assigning blame. To ensure that all opinions are heard, HR professionals should encourage open communication between departments. Employees are more willing to collaborate to find long-term solutions when they feel invested in the process.
