People embroiled in conflict express themselves in many different ways; some contain themselves in steely silence, others let rip with verbal tirades. But there is one behaviour that is close to universal and may be the one thing that most exacerbates and prolongs the suffering of conflict. By the same token, if it could be reversed, conflicts would find a faster and happier resolution. So what can the HR professional do to help bring this about? 

A few months ago, we carried out a piece of research to provide advice for first time users of workplace mediation. Advice was sought from over 60 people in 40 different organisations with experience of mediation. One word recurred, without prompting, with striking frequency. The word was “open”.