FOR HR, PEOPLE AND EMPLOYEE RELATIONS LEADERS
Conflict in the workplace is common. A process for it isn’t.
Theory Y expands your organization’s capacity for informal conflict management processes—including coaching, mediation, and training—led by a certified mediator who has also sat in the C-suite and HR leadership seats.
Which process does this conflict belong in?
Is this a performance problem?
When someone repeatedly doesn’t perform in their role.
Is this a disciplinary issue?
When someone’s behavior violates conduct.
Does this need an investigation?
When someone’s behavior may meet the legal definition of discrimination or harassment.
Does this conflict need support?
The question that usually has no process behind it.
The gap most organizations have
Organizations tend to interpret problems through the processes they have available. Performance, discipline, and investigations are very important processes, but they ere designed to solve different problems.
When normal workplace conflict enters one of those workflows, the outcome is shaped by the process itself. Instead of helping people understand one another and reach a solution, the organization begins documenting performance, determining whether policies were violated, and mitigating risk.
Because formal processes are inherently threatening, conflict often becomes more entrenched, relationships deteriorate further, trust erodes, productivity declines, and people leave—by choice or otherwise.
Early dispute resolution processes—including coaching, mediation, and facilitation—have their roots in the legal field but deserve a place in the Human Resources toolkit.
What unresolved conflict costs
85%
of employees report dealing with conflict at work.
CPP Inc. & OPP, Fight, Flight or Face It? (2008)1 in 5
employees have seen someone leave their organization because of conflict.
Up to 2.5x
annual salary to replace an employee, once recruiting, onboarding and lost knowledge are counted.
The absence of a conflict management system burdens all levels of an organization, including leaders, managers, employees, and Human Resources.
Services for organizations
Mediation
When two people are struggling to work together. A voluntary, informal process that gives each person a voice and ends in practical agreements about how they’ll work.
Mediation plus coaching
For longstanding, raw or high-stakes conflicts. Each person gets a CDP-I assessment and two coaching sessions before a joint conversation.
One-on-one conflict coaching
Outside capacity for a leader or employee navigating a difficult working relationship. CDP-I assessment plus two 90-minute sessions.
Conflict advisory for HR
For an HRBP supporting a conflict that falls outside formal processes. A discovery call and a half-day working session to develop a plan to provide impartial support to both parties.
Conflict Essentials training
A half-day, interactive team training developed with the Mediation Training Institute at Eckerd College. Optional group Conflict Dynamics Profile®.
ADR training for managers and HR
Two half-day, interactive team trainings to build in-house capacity to resolve conflict informally and early.
How mediation engagements work
1
Discovery call
We confirm the situation is suited to an informal process and isn’t one that requires an investigation.
2
Agreement and scope
We establish a master agreement to begin working together.
3
Individual preparation
I meet each person separately. Participation is voluntary and never limits their right to file a complaint.
4
Conversation and close
A facilitated joint session, then a brief close-out to HR limited to what the parties agree to share.
Questions HR leaders ask
When is mediation appropriate, and when is it not?
This approach is appropriate when:
There is open interpersonal tension, misalignment, or breakdown in working relationships;
The situation is impacting team effectiveness of individual or team performance;
Both parties are able and willing to engage voluntarily.
It is not appropriate in cases involving concerns or allegations of harassment, discrimination, or other matters that require formal investigation or legal intervention.
How is this different from an investigation?
Coaching and mediation are not an investigative or disciplinary process. It does not determine fault. Instead, it is a structured, facilitated process designed to help individuals clarify perspectives and values, surface misunderstandings, and develop a shared understanding of the situation. It is particularly effective in situations where concerns exist, but a formal investigation is not warranted.
What is shared with managers and HR?
The process is confidential, but participants may choose to share their solutions to the business problem if they wish.
Does participation limit the ability to file a complaint?
No. Participation in mediation does not preclude, limit, or waive the right to initiate or file a formal complaint or in any other way impede on the organization’s polices.
How does this reduce organizational risk?
By addressing conflict earlier and more directly, this process can:
Provide a meaningful support service to employees who are struggling;
Prevent escalation into formal complaints, especially when unwarranted;
Reduce the likelihood of turnover;
Identify organizational gaps that can be easily cured;
Enables people to work through differences directly.
How long does it take?
Most engagements are completed over a 2-3 week period, depending on how quickly a service agreement can be signed, complexity, availability, and number of participants.
Hi, I’m Genevieve
I've seen misunderstanding escalate and become workplace trauma too many times. As leaders and HR professionals, we have the opportunity to help expand and improve the system.
“When tensions run high, she has a calm, steady way of helping both individuals
and groups move through conflict so people can refocus on what matters.”
Mike Scher, AVP, Business Services, American University
A neutral who understands how organizations work
Genevieve Croteau brings 13+ years as an HR leader and COO to her conflict practice, so she sees conflict both between people and inside the systems around them.
Certified Workplace Conflict Mediator, Mediation Training Institute at Eckerd College
IMI-qualified mediator
IOA Ombuds Foundations
Conflict Dynamics Profile® Qualified Administrator
Give conflict a process of its own.
A discovery call to talk through a current situation, or to set up a standing agreement for when you need outside support.
genevieve@theory-y.io · 860.304.1762