Which Business Department Deals with Conflict Resolution & Employee Needs?

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Conflict is something we all experience. Whenever we interact with other people, personally or professionally, there is the possibility that conflict could arise. When it arises in our personal lives, friends or family may step in to help. But in the workplace, it is often the responsibility of the human resources (HR) department to handle employee issues.

What Is Conflict Resolution?

What is conflict resolution? Is it forcing an end to a dispute without proper consideration of anyone’s feelings or concerns? Is it physically separating the disputing parties, perhaps by moving one or more of the parties to a different team or department, without addressing the underlying issues? The short answer is no. Methods such as these may technically “end” a conflict, but they don’t resolve anything.

Consider instead the American Psychological Association’s conflict resolution definition, which is described as “the reduction of discord and friction between individuals or groups, usually through the use of active strategies, such as conciliation, negotiation and bargaining.”1 We see here that the true meaning of conflict resolution involves the participation of the disputing parties. The process gives them the chance to voice their concerns and perhaps even trade benefits to reach a solution. In business conflicts, this process often involves the participation and guidance of management and/or HR.

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Why Is Conflict Resolution Important?

It’s not too hard to imagine different conflict scenarios that could arise in the workplace: A member of a team feels taken advantage of because he believes his fellow team members aren’t pulling their weight. An employee is angry because her boss took all the credit for a project that she dedicated herself to for months. Two colleagues can no longer work together because one makes offensive remarks that cause the other to feel uncomfortable.

Resolving business conflicts such as these requires knowledge of conflict resolution skills and techniques. While everyone can stand to benefit from developing their conflict management skills, it’s especially important for managers and human resources professionals to understand how to deal with employee conflict in ways that are effective and align with company policy. The sooner disputes are resolved, the sooner everyone can get back to focusing on their work.

Can Conflict Be Positive?

Yes—if managed well, conflict can be a positive force. For example, it is easy to imagine how open and respectful communication during the conflict resolution process could result in stronger, healthier professional relationships in the long term. The process of brainstorming potential solutions could lead to better or more efficient ways of doing things, resulting in greater productivity. A fair resolution that accounts for the needs of all parties could result in greater employee satisfaction and higher retention rates. Perhaps you can think of examples from your own life.

Conflict Resolution Strategies

There are various potential strategies for solving conflicts. One well-known framework, the Thomas-Kilmann Conflict Mode Instrument (TKI), assesses five conflict modes: competing, collaborating, compromising, avoiding and accommodating and look at them from the perspective of assertiveness and cooperativeness.² The framework is designed to measure an individual’s conflict-handling styles across different group and organizational settings.² Essentially, the TKI allows an individual to understand their preferred conflict resolution style and consider the value in using different conflict resolution style in different situations.

Role of HR in Conflict Management & Resolution in the Workplace

In business, resolving conflicts often requires management and/or the human resources department to intervene and help guide the disputing parties toward a resolution.

SHRM suggests a 10-step action plan that HR can use to resolve business conflicts:³

Schedule a meeting.
Set ground rules.
Describe the conflict.
Restate for understanding.
Summarize the conflict.
Brainstorm solutions.
Rule out unworkable options.
Summarize possible options.
Agree on next steps.
Close on a positive note.

Developing Conflict Management Skills for the Workplace

Not everyone is born with strong conflict resolution skills. Fortunately, whether you are management, HR or a regular employee, conflict management skills can be learned and improved.

American InterContinental University offers conflict resolution-related elective courses as part of its Bachelor of Business Administration (BBA) curriculum. For example:

Building Teams and Resolving Conflict addresses the methods of building cohesive teams and diffusing confrontation and provides an exploration of the opportunities and challenges which can arise from a diverse workforce.
Management and Leadership of Organizations examines management and leadership in the context of modern organizations, with a particular focus on organizational change, the role of managers and cultural differences.
Diversity in the Workforce examines the work experience with respect to differing ethnic backgrounds and gender identities. It explores topics such as work-related stereotypes and attitudes, discrimination and harassment, occupational segregation, employment patterns, group differences related to fair testing and employment practices, and more.

The American InterContinental University online BBA degree program is offered with a number of different specializations, such as Human Resources Management, Project Management, Management and more.

Potential Conflict Resolution Career Paths

Arbitrators, Mediators and Conciliators: Some professionals focus primarily on conflict resolution. Arbitrators, mediators and conciliators are one example. Many of these roles require education appropriate to the applicant’s field of expertise rather than a degree from an arbitration, mediation or conflict resolution program. Such professionals develop their skills through education, training and work experience.⁴

Human Resources Managers (HR Managers): Other career paths may also offer the opportunity to manage and resolve conflicts, even if conflict resolution isn’t the primary job function. Take human resources managers (HR managers), for example. Yes, they handle staffing issues, such as mediating disputes and directing disciplinary procedures, as part of their day-to-day responsibilities,⁵ but in addition to overseeing employee relations, HR managers may also consult on talent management, ensure regulatory compliance, and administer payroll, training and benefits.⁵

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FAQs

Can managers resolve workplace conflict without HR?

Although the human resources department deals with conflict resolution, in many cases, managers not only can but should attempt to resolve workplace conflicts without HR. In fact, one of HR’s conflict management responsibilities is to ensure that the company’s managers are equipped to address disputes fairly and promptly—before they evolve into more serious problems. By providing managers with proper training in employee conflict management, HR gives them the tools they need to become more effective conflict-resolvers. This, in turn, may have a positive trickle-down effect on employees, as workers with highly effective managers are more than twice as likely to feel committed to their employers.⁶

What is the role of human resources in conflict management?

As the business department responsible for dealing with conflict resolution and other employee needs, how HR carries out its role in conflict resolution in the workplace is crucial. The way it manages conflicts can impact employee satisfaction, productivity and the organization’s long-term success. A human resources department that establishes clear procedures, provides training and development and works to foster a positive workplace culture has the power to transform conflicts into growth opportunities.⁷

How does HR support employee needs?

In addition to mediating/managing/resolving workplace conflicts, HR typically handles other functions—including talent management, employee relations, workplace culture development, etc.—that support both employee and employer needs.

More specifically, on a day-to-day basis, human resources managers may be involved in:⁵

Planning and coordinating the company’s workforce
Connecting management and employees
Benefits administration
Consulting with management on HR policies/issues
Overseeing talent management (recruiting, interviewing, hiring, etc.)

What are employee relations in HR?

Employee relations is a specialized HR field whose focus is on how to create and foster a positive relationship between management and other employees. Promoting positive employee relations could reap numerous benefits. For example, heightened employee satisfaction could lead to less conflict, higher productivity, better employee retention rates (lower turnover) and an improved workplace culture.⁸

Study Conflict Resolution Strategies & More in an AIU BBA Degree Program

If you’re looking for an online BBA program where you can study a versatile mix of business-related hard and soft skills, including those relevant to conflict resolution, then look no further than AIU. We offer an array of BBA degree specializations to help you better tailor your studies to your interests and educational goals, including a specialization in Human Resource Management.

AIU offers business degree programs at the associate, bachelor’s and master’s degree levels. Explore our flexible and convenient online business degree programs today.

¹ American Psychological Association (APA), APA Dictionary of Psychology, “conflict resolution,” https://dictionary.apa.org/conflict-resolution (last visited July 10, 2026).

² Ralph H. Kilmann, “An Overview of the TKI Assessment Tool,” Kilman Diagnostics, https://kilmanndiagnostics.com/brief-overview-of-the-tki-assessment/ (last visited July 10, 2026).

³ Society for Human Resource Management (SHRM), “10 Steps to Resolving Conflict,” https://www.shrm.org/topics-tools/tools/checklist/10-steps-to-resolving-conflict (last visited July 10, 2026).

⁴ Bureau of Labor Statistics, U.S. Department of Labor, Occupational Outlook Handbook, “Arbitrators, Mediators and Conciliators,” https://www.bls.gov/ooh/legal/arbitrators-mediators-and-conciliators.htm (last visited July 10, 2026).

⁵ Bureau of Labor Statistics, U.S. Department of Labor, Occupational Outlook Handbook, “Human Resources Managers,” https://www.bls.gov/ooh/management/human-resources-managers.htm (last visited July 10, 2026).

⁶ Martha Ekdahl, “Managers Can Unlock New Ways to Resolve Conflict,” SHRM (Apr. 6, 2026), https://www.shrm.org/topics-tools/news/managers-can-unlock-new-ways-to-resolve-conflict.

⁷ S. Van, “The Role of Human Resources in Effective Conflict Resolution in the Workplace,” Journal of Organizational Culture Communications and Conflict (2024), vol. 28, issue 4, pp. 1–3, https://www.abacademies.org/articles/the-role-of-human-resources-in-effective-conflict-resolution-in-the-workplace-17115.html.

⁸ Indeed for Employers, Employer Guide, “What Is Employee Relations: A Guide for HR Professionals,” (July 28, 2025), https://www.indeed.com/hire/c/info/employee-relations-guide.

American InterContinental University cannot guarantee employment, salary, or career advancement. Not all programs are available to residents of all states. REQ2238850 07/2026