Workplace Conflict: What Should HR Do When Employees Don’t Get Along?

Written by: Izz Murtada

Wherever people work together, disagreements will happen. Two colleagues may not see eye to eye, a team may feel tension, or a small quarrel may grow bigger over time. Workplace conflict is normal, but how HR handles it makes a big difference. This article explains what HR can do, with guidance from the Employment Act 1955 (Act 265).

1. Identifying the Causes of Workplace Conflict

Before HR can solve a problem, it helps to know where the problem comes from. Here are some common reasons employees disagree:

• Miscommunication. A message that is not clear, or an instruction that is heard in a different way, can lead to mistakes and anger.
• Personality differences. Some people are loud and fast. Others are quiet and careful. These styles can clash if no one understands them.
• Unequal workloads. When one person feels they do much more than others, resentment can build. The Act also sets limits on working hours. In general, an employee should not be required to work more than eight hours a day or 45 hours a week, or more than five hours in a row without a break of at least 30 minutes (Section 60A). Some exceptions apply, but it shows why fair workloads matter.
• Misunderstandings. Sometimes a joke, a look, or a missed reply is taken the wrong way.

2. How HR Should Handle Complaints from Employees

When an employee comes to HR with a complaint, the first step is to listen. Let the person speak without stopping them. Then do the same with the other side. Hearing both sides is the heart of fair handling.

After that, gather the facts. Write down what happened, when it happened, and who saw it. Talk to witnesses if needed. Keep the matter private and do not take sides. HR is there to be fair to everyone, not to prove one person right.

This is also important because the Act expects fairness. Before an employer takes action for misconduct, Section 14 says there must be a “due inquiry”. In simple words, the employer must look into the matter properly first.

3. Effective Ways to Resolve Conflict Between Employees

Not every conflict needs a formal punishment. Many can be solved with a good conversation. HR can help in these ways:

• Arrange a meeting. Choose a calm and private place. Set simple ground rules, such as taking turns to speak and staying respectful.
• Encourage open talk. Ask each person to explain how they feel and what they need. Focus on the problem, not on the person.
• Look for a fair solution. This could be clearer job tasks, a change in work process, or an agreement on how to talk to each other.
• Follow up. Check in after a week or two to see if things are better.

When both sides feel heard, they are more willing to move on.

4. When Should HR Take Disciplinary Action?

Sometimes talking is not enough. If the same conflict keeps happening, or if the behaviour is serious, formal action may be needed. This includes repeated quarrels, inappropriate behaviour, bullying, and harassment.

Under Section 14 of the Act, an employer may act on misconduct after a due inquiry. The employer can:

• dismiss the employee without notice,
• downgrade the employee, or
• give a lesser punishment that is fair, such as a warning. If the punishment is suspension without wages, it cannot be more than two weeks.

While the inquiry is going on, the employer may suspend the employee from work for up to two weeks, but must pay at least half of the wages. If the inquiry finds no misconduct, the full wages must be returned straight away.

Sexual harassment needs special care. Part XVA of the Act says that when an employer receives a complaint of sexual harassment, the employer must inquire into it (Section 81B). If it is proven, the employer must take disciplinary action, which can include dismissal without notice, downgrading, or a lesser punishment (Section 81C). If the employer refuses to inquire, it must tell the complainant in writing within 30 days and explain why. An employer who fails to follow these duties can be fined up to RM50,000 (Section 81F).

5. Preventing Workplace Conflict Through Clear HR Policies

The best way to handle conflict is to stop it from growing in the first place. Here is how HR can help:

• Clear workplace rules. Write down what is expected, what is not allowed, and what happens if rules are broken. When everyone knows the rules, there are fewer arguments.
• Good communication. Hold regular team talks and make sure employees know who to speak to when they have a problem.
• Team-building activities. Simple activities, like a team lunch or a short workshop, help colleagues know each other better.
• A clear complaint process. Employees should know how to raise a concern and be sure it will be taken seriously.
• Sexual harassment awareness. The Act requires every employer to display a notice on sexual harassment at the workplace where everyone can see it (Section 81H).

Conclusion

Workplace conflict is sometimes unavoidable, but how it is handled makes a difference. With fair procedures and good communication, HR can help employees settle their disagreements and keep the workplace running well.

If your company needs help with handling employee conflict, writing clear HR policies, or running a proper inquiry, Kita Strategies is here to help. As an HR company, we work with businesses across Malaysia to build fair and healthy workplaces. Feel free to reach out to us for a friendly chat anytime.