Conflict resolution in the workplace takes time, good listening skills and a willingness to find solutions

Taking the time to listen to all parties concerned and to hear everyone’s point of view allows the mediator to better understand the situation. Active listening allows the different parties to tell their side of the story and to explain how the events have affected them, what they need and how they wish to move forward.

Emotions will inevitably rise to the surface and it is important to acknowledge them without judgement. When difficult situations are brought to my attention, I sometimes simply say “I can hear anger in your voice”. Negative emotions are often the sign of a deep need that isn’t being satisfied or of a feeling of loss.

The next step is to invite the parties to set out, clearly and precisely, what they require to have their needs met, enabling them to take back a level of control over the situation that is bothering them.

In conflicts between two colleagues, I have observed in each of them similar needs for respect and for mutual trust. It is therefore vital to facilitate discussions that may allow them to find practical solutions that are satisfactory in the long term; the parties will then be able to work reasonably well together.

Proactively tackling conflicts often involves calling on a trusted third party, either in the workplace or through the support structures that exist at CERN, of which the Ombud is just one.

If you would like to talk more about this subject or its application in a particular situation, please come and see me. As Ombud, my main purpose is to provide an unofficial channel for conflict resolution; my role is also to offer my opinion on the implementation of the Code of Conduct.

Thank you for your attention, and I look forward to seeing you soon.

Marie-Luce Falipou

I would like to hear your reactions and suggestions – join the CERN Ombud Mattermost team at https://mattermost.web.cern.ch/cern-ombud/.

The Ombud is available from Monday to Friday in office 500/1-004 on the Meyrin site. To make an appointment, in person or online, contact the Ombud at ombuds@cern.ch.

More information can be found on the Ombud’s website: https://ombuds.web.cern.ch/