The other day, I was in a mega mall - standing in a queue to fund my groceries. Suddenly, there was a great deal of commotion as well as a population group were looking to prevent two of the mall staff from going at each other with knives long. Source was palpable and I could sense a fear that they can may kill the other person, or even stopped. The situation was growing tense, whenever a rather senior-looking silver-haired Manager appeared to the picture. He gave a whack to both of them, ordered these to get back to work and asked the group to disperse - all-in-one swift motion. It was as though he cast a spell - the two staff slunk away, eyes downcast, respectful on the man and the tension just powered down..
We are now living in a world which is on the move. Information overdrive, intense competition and technological advances are earning newer challenges to the great art of conflict resolution. Our threshold to tolerate has vastly diminished. We keep listening to road rage, unprovoked violence in public places life, harsh and violent mannerisms in situations where it is not required in any way. There is a good deal of seething rage, anger, resentment and turmoil inside a multitude of men and women, that when left unresolved, often manifests itself diversely. It is like a box of ammunition which has a short fuse and needs simply a small spark to ignite. Consequences are often disastrous, whether it is the man who shot and killed several innocent people at the theater screening Batman or fellow who continued a rampage on the Sikh Gurudwara inside the United States. Alienation and loneliness along with despair and hopelessness can be quite a lethal cocktail of emotions.
Recently there were a news item in regards to a conflict between Management and Labour in a leading Automobile Manufacturing Plant in India. One of the General Managers was reported to get been killed - an incredibly serious offense, following which the plant needed to be turn off temporarily. A very volatile situation with extremely low level of trust, emotional vulnerability, complete breakdown of transparency, absence of clear communication and insinuation. One can well imagine what might happen on this sort of climate.
I was reflecting that of a decade ago, every company used to own Labour Welfare Officers and Personnel Managers have been well-trained in Industrial Relations, studied the labour laws in great detail, cut their teeth into Human Resources Development with a long stint inside the production shop floor, developed keen insight and understanding, which led to compassion plus a flexible and tolerant take a look at life, which helped Management and Labour come to the discussion table. Suffice to express there were plenty of things which are mostly resolved through informal consultations and quite chats on the sidelines, no issue ever blowing up, unless it had been something grave.
These Labour Welfare Officers and Personnel Managers are actually extinct, replaced by state-of-the-art pros who possess a top-class B School Management Degree in Human Resources Development. They are extremely sound in tactics, strategies, presentations, negotiations, presence of mind and manouvering. However a careful study reveals, since the devil is in the detail, they have scanty experience in handling labour or conflict management and resolution in a decidedly win-win approach. A flash strike, a tool-down strike, lock-out or perhaps an angry band of agitated workers are all nightmares on their behalf, because they are not equipped emotionally in addition to their people skills are awfully poor, exposing them inside rough and tumble of men and women management.
While we do concede that times have changed, we have come very far away from days past and Managements are much more benevolent and transparent. Employee welfare may be the order through the day rather than the best. Having said this, I still wonder if it was wise to completely scrap away from those positions in manufacturing and service areas, that have its utility and relevance. Possibly the Labour Welfare Officers and Personnel Managers may stage a comeback, because the simple truth is that no matter the amount technology advances, processes improve, conditions congenial, folks have emotions, fears, anxieties, hopes and expectations; machines and technology cannot realize it, while people can. We need more humane people when controling Human Resources, as in fact these are greatest resources an enterprise has.