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Yes, HR should be a part of any conflict solving beside management or direct manager, since the mentioned department. Is responsible for such aspects and issues which will evaluation and general performance based on it for each employee
The HR Manager and the Direct Manager shall sit jointly with the two employees who are in conflict. This is more easy approach and the problem could be solved quickly.
The primary level of conflict resolution is with the Line Manager. If the issue is still unresolved, it has to be escalated to HR Disciplinary Committee which will conduct a formal inquiry, investigate the issue and ensure a positive closure to the conflict!
The answer will be as the followings :-
Their direct line manager should solve the conflict at first . within limited time for example one month .
After one month for example the HR should check and see is it solved or not. if not
Then the HR should raise up the problem to the top management to solve it .
I also would like to add its depends on the role of company HR manual
The Direct Manager should have the skills of Leadership, problem solving and works as an HR as well, as the modern HR focuses on giving HR responsibilities for each person called (Manager), and by this, each manager should have the ability to solve his employees' conflict, by end, if solving the conflict reached a point which is unable to be solved by the Manager alone, this has to go to the Department Head of the employees, and if still wasn't solved this then can be discussed by the Direct Manager, Department Head and the HR to be solved together!
HR professional must resolve employee issue and conflict as this must be their top priority which at end will reflect in both employee and company growth .
It depends on the conflict, if it is related to Human Capital Department, it is ok for the HR Manager to solve it, if the conflict is about sales, the same , it is OK for the sales manager to try to solve this conflict, each Manager needs to help the employees to solve any conflict as the company achieves its goals by the collaboration of all the managers and employees together.
I would highly suggest the amicable resolution by the direct manager, without going into long procedures.lets make sure not to be biased or it will leave a direct negative impact on the staff as well as on indirect impact on rest of the existing members too.
In case it needs acceleration then Direct manager shall submit in written what's the issue and the factors responsible for it and the solution he advises.
HR should speak to concerned employees in separate and try to resolve it amicably with proper counselling (Laws & Company Policies as well as human touch). HR should prepare a corrective action and counselling which the concerned staff, direct & HR Manager should sign and keep originals in staff's file and give the staff copies.
If the issue still exists, then HR should raise it to the disciplinary committee which is either chaired by HR or HR is part of it and proper investigation should be done, concerned employees should be questioned by committee and according to the findings, action should be taken as per the prevailing Laws & Company Policies. No leniency should be shown here and justified action should be taken.
Direct managers are better placed to resolve conflicts that arise between employees because the direct manager is more in contact with the employees that he manages than the HR manager. Ideally the line manager should have the skills and leadership qualities that enable him to solve such conflicts and maintain an environment that is conducive to good work performance.
HR and direct manager cooperate to find a solution.
Conflict between two employees should be resolved first by the direct managers as they have direct line responsibility over the behaviour of their staff. In the event that the direct managers are unable to resolve the issue at their level, then the case gets raised up to the HR Manager's level.
