Human resource professionals as workplace conflict mediators: insights from the lived experiences of HR managers

Purpose This study examines HR professionals’ challenges in mediating workplace conflicts and their strategies for navigating them. It also explores how HR professionals balance their dual roles as employee advocates and strategic partners while assessing the organisational factors that influence the effectiveness of HR-led mediation. Design/methodology/approach The study adopts a qualitative research approach, utilising semi-structured interviews with HR professionals across various industries. A thematic analysis was conducted to identify recurring patterns, challenges and strategies in workplace conflict mediation. Findings The findings reveal that HR professionals face trust deficits, resistance to change, time constraints and emotional intensity as significant challenges in conflict resolution. HR practitioners employ interest-based negotiation, structured conflict resolution, data-driven approaches and emotional intelligence to address these issues. Additionally, strategic framing of employee advocacy with organisational goals is critical in securing employee and managerial support and ensuring fair outcomes through a transparent culture. The study also highlights the impact of hierarchical structures, cultural norms and industry-specific challenges on HR’s ability to mediate conflicts effectively. Practical implications The study provides valuable insights for HR professionals and organisational leaders on improving workplace conflict resolution. It emphasises the importance of clearly defining HR’s role as a neutral facilitator, implementing conflict resolution training and fostering psychological safety. Additionally, it highlights the need to align conflict resolution outcomes with organisational performance goals and promote inclusive, transparent practices to build a culture of open dialogue and trust. Organisations should integrate structured mediation processes to minimise disputes and enhance employee relations effectively. Originality/value This study contributes to the growing discourse on HR-led conflict mediation by providing empirical insights into the dual role of HR professionals and the organisational factors shaping their effectiveness. It offers a nuanced understanding of workplace mediation, emphasising HR’s evolving strategic role in conflict resolution.