Product Overview

Summary: This Conflict Resolution Standard Operating Procedure provides a clear, structured approach for identifying, managing, and resolving workplace conflicts before they escalate. It helps Australian organisations build psychologically safe, respectful workplaces by giving leaders and staff a consistent, fair, and compliant framework for addressing issues early.

Unresolved conflict can quickly erode team morale, productivity, and trust, and may escalate into formal grievances, workers’ compensation claims, or psychological injury risks. This Conflict Resolution Standard Operating Procedure sets out a clear, repeatable process for addressing disagreements, poor communication, personality clashes, and behavioural concerns in a timely and respectful way. It is designed specifically for Australian workplaces and aligns with contemporary expectations around psychosocial risk management and respectful behaviours at work.

The SOP guides managers and employees through each stage of conflict resolution, from early identification and informal conversations through to structured meetings, mediation pathways, documentation, and escalation where required. It provides practical tools such as conversation frameworks, confidentiality requirements, record‑keeping expectations, and decision points for when to involve HR or external support. By embedding this SOP, organisations can reduce the impact of conflict on performance, support their duty of care in relation to psychosocial hazards, and demonstrate a fair, transparent approach to managing interpersonal issues.

Key Benefits

• Reduce the risk of workplace disputes escalating into formal grievances, claims, or legal action.
• Support compliance with Australian WHS obligations relating to psychosocial hazards and psychological health.
• Standardise how leaders approach difficult conversations and conflict situations across the organisation.
• Improve team culture, communication, and trust by resolving issues early and fairly.
• Provide clear documentation and audit trails to support defensible decision‑making and HR processes.

Who is this for?

• People and Culture Managers
• HR Advisors
• Team Leaders and Supervisors
• Operations Managers
• WHS Managers
• Business Owners and Directors
• Return to Work Coordinators
• Employee Relations Specialists

Included Sections

• 1.0 Purpose and Scope
• 2.0 Definitions (Conflict, Bullying, Harassment, Psychosocial Hazard, Informal vs Formal Resolution)
• 3.0 Roles and Responsibilities (Managers, Employees, HR, WHS, Senior Leaders)
• 4.0 Principles of Conflict Resolution (Fairness, Natural Justice, Confidentiality, Cultural Sensitivity)
• 5.0 Identifying and Assessing Conflict and Psychosocial Risks
• 6.0 Informal Resolution Process (Early Intervention and Difficult Conversations)
• 7.0 Formal Conflict Resolution Process (Structured Meetings, Investigation Triggers, Mediation Pathways)
• 8.0 Communication and Meeting Guidelines (Preparation, Conducting Conversations, Follow‑up)
• 9.0 Escalation Criteria and When to Involve HR, WHS, or External Support
• 10.0 Interaction with Other Policies (Code of Conduct, Bullying and Harassment, Grievance Procedure)
• 11.0 Documentation, Record‑Keeping and Privacy Requirements
• 12.0 Monitoring, Review and Continuous Improvement of Conflict Management
• 13.0 Training and Competency Requirements for Managers and Staff
• 14.0 Appendices (Templates for Meeting Notes, Action Plans, and Resolution Agreements)

Legislation & References

• Safe Work Australia – Model Code of Practice: Managing psychosocial hazards at work
• Work Health and Safety Act 2011 (Cth) and harmonised state and territory WHS Acts
• Work Health and Safety Regulations 2011 and equivalent state and territory regulations (psychosocial risk provisions)
• Fair Work Act 2009 (Cth) – General protections and workplace rights considerations
• Respect@Work: National Inquiry into Sexual Harassment in Australian Workplaces (principles of respectful conduct)