Theresa Phillips is a Certified Professional Coach and Certified Executive Leadership Coach with over 25 years of experience in human resources, specializing in performance management, coaching, and training. As the Lead Investigator in over 700 workplace investigations, Theresa has built investigation programs for major organizations including Kaiser Permanente, Symantec, and HP. She holds both executive HR credentials and a private investigator license, bringing a unique combination of heart-centered compassion and investigative rigor to the most challenging workplace situations.

In this powerful conversation with Theresa Phillips, a veteran HR professional who has conducted over 700 workplace investigations, we explore how challenging workplace conflicts can become opportunities for transformation and trust-building.

From Fact-Finding to Healing

Theresa's journey evolved from simply gathering facts to truly seeing people in their pain and fear. She discovered that when people feel genuinely heard—without bias or predetermined judgments—healing begins immediately, even before any resolution is reached.

When Mediation Goes Sideways

One of Theresa's most impactful lessons came from a failed mediation between two colleagues who hadn't spoken in seven years while sitting six feet apart. When traditional approaches failed, she pivoted to discover their shared values:

• Respect and dignity in communication
• Assuming the best intentions from coworkers
• Following established department guidelines
• Professional problem-solving without blame.

The Leader's Critical Role

Leaders must develop their radar for dysfunction and intervene early:

• Address observable tension immediately
• Have individual conversations about team dynamics
• Make relationship health a monthly meeting topic
• Establish clear expectations upfront

Keys to Resilience

Theresa's wisdom for transforming setbacks centers on starting with self-reflection, seeking to understand everyone's story, embracing authenticity, and leaning into fear rather than avoiding it.

Resources Mentioned:

• Building a High Trust Workplace Course: clairelaughlin.com/high-trust-workplace

Ready to transform workplace tension? These conflicts aren't problems to avoid—they're opportunities to build stronger teams.

To learn more about my services and for additional tools to enhance your leadership impact, visit ClaireLaughlin.com and connect with me on social channels @Claire Laughlin Consulting.