HR responses: what works and what fails

Managing High Conflict in Today's Workplace

In this episode from the High Conflict Institute archives, Bill Eddy and Megan Hunter welcome Cherolyn Knapp, a lawyer, mediator, and workplace investigator who brings fresh perspectives on handling workplace conflict. While the discussion captures workplace dynamics during an earlier phase of post-pandemic adjustment, the insights on conflict management remain remarkably relevant for today's organizations.

Understanding Workplace Conflict Patterns
The discussion explores how traditional workplace conflict resolution methods often fall short with certain behavioral patterns. Cherolyn shares insights from her extensive experience, noting that while standard approaches work for 80-90% of situations, some cases require specialized skills and understanding. Though recorded closer to the initial workplace disruptions of the pandemic, the conversation highlights enduring challenges in managing high conflict situations that continue to resonate.

Questions We Answer in This Episode:

• Why do traditional HR approaches fail with certain behavioral patterns?
• What makes the New Ways for Work method effective?
• When should organizations invest in specialized conflict coaching?

Key Takeaways:

• Traditional conflict resolution methods work for most employees but fail with about 10-20% of cases
• Early intervention with skill-building can prevent escalation to termination
• Connection and empathy are crucial elements in managing high conflict situations

The New Ways for Work method offers a structured approach that helps organizations identify when standard interventions aren't working and provides alternative strategies. This skills-based program gives both employees and managers practical tools they can implement immediately, proving just as valuable today as when this episode first aired.

The episode provides valuable insights for HR professionals, workplace coaches, and leaders seeking to create healthier workplace environments. While some conflict is inevitable in any organization, understanding these patterns and having the right tools can transform seemingly impossible situations into manageable ones.

Additional Resources:

Books & Training:

• New Ways for Work® Coaching Manual
• New Ways for Work® Workbook
• It's All Your Fault at Work: Managing Narcissists and Other High Conflict People
• BIFF at Work: Your Guide to Difficult Workplace Communication
• SLIC Solutions for Conflict: Setting Limits & Imposing Consequences in 2 1/2 Steps (Pre-order)

Professional Development:

• New Ways Training Registration
• Custom Training for Organizations
• New Ways Programs
• Conflict Influencer Certification

Articles & Resources:

• New Ways for Work: A New Coaching Method
• Why Can't They Get It? What to do when coworkers and employees have no idea how they behave

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Note: Our discussions focus on behavioral patterns rather than diagnoses. For specific legal or therapeutic guidance, please consult qualified professionals in your area.

• (00:00) - Welcome to It's All Your Fault
• (01:42) - Meet Cherolyn Knapp
• (03:42) - Questions
• (21:01) - New Ways for Work
• (29:25) - Tips
• (31:38) - Reminders & Coming Next Week:
• (33:42) - Wrap Up