It’s All Your Fault: High Conflict People Solutions for High Conflict at Work with Guest Cherolyn Knapp
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Nov 3, 2022 Cherolyn Knapp, lawyer-turned-mediator and founder of NAP Resolutions in Victoria, shares her work with workplace conflict. She discusses how COVID changed interactions and why some HR approaches fail. She explains New Ways for Work skills training, who it helps, and offers three practical tips for handling high conflict situations.
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Pandemic Made Workplace Conflict More Brittle
- Conflict intensified after COVID because people became stretched, brittle, and more polarized, increasing reports of bullying and harassment.
- Cherolyn links pandemic stressors to reduced emotional flexibility and sharper workplace disputes.
Standard HR Fixes Fail A Minority Of Cases
- Typical HR approaches work for 80–90% of employees but fail for the 10–20% with persistent problems.
- Cherolyn urges organizations to recognize that a minority need different techniques and capacity-building for leaders who coach them.
Connection Skills Produce Fast Change
- Changing how you interact with a high-conflict person can transform conversations in two to three sessions.
- Cherolyn and Bill noted rapid shifts when coaches use connection skills like EAR statements, showing quick measurable progress.
