Handling workplace conflict can be one of the
most difficult aspects of running a business. While achieving business goals
may require talent and time, managing people and their personalities is a
completely different ball game. No matter how good the management is, disputes
are bound to arise in the workplace due to differences in values, poor
communication, personality clashes, and unhealthy competition.
If left unchecked, minor disputes can escalate
into major conflicts that can significantly affect the morale and productivity
of the entire company and ultimately lead to increased turnover. Therefore, it
is essential to have a solid process in place for effectively managing staff
conflict. Here are three steps that can help you effectively manage workplace
conflict.
Respond Promptly
As a small business owner, you might feel
uncomfortable getting involved with employee disagreements, but ignoring a
problem can cause more significant trouble down the road. If the issue isn’t
addressed promptly, emotions can build and the conflict may escalate beyond its
immediate cause. Unresolved issues tend to fester and may even compound over
time, erupting in an emotional outburst or passive-aggressive behavior.
Instead, address any conflict as soon as you
become aware of it and take solid steps to resolve it in order to keep emotions
calm and the workplace as drama free as possible. The sooner you address the
conflict, the more open-minded your employees will be to work toward a
solution.
While you may think you need to confront
conflict from a stern or scolding place, you can address many issues by first
having a friendly conversation with the people involved, beginning with
curiosity. If the issue affects your whole team, such as poor teamwork or rude
communication, you can bring up the problem during a team meeting without
needing to call out certain individuals.
If the issue does not resolve after addressing
it lightly, private conversations can be had with the involved individuals.
Most people don’t want to get in trouble with their boss, so many issues can be
resolved when confronted early on by a supervisor.
Serious conflicts, especially conflicts involving
harassment or discrimination should be dealt with privately and seriously with
the involved employees according to your employee handbook.
All discussions about the issue should be
noted, and any occurrences of harassment or discrimination, as well as any
follow-up disciplinary actions, should be formally documented.
Identify the Cause of the
Disagreement
Many workplace conflicts are the result of
relatively small or petty issues, but these small interpersonal problems can
become major issues when two conflicting people need to interact with each
other every day in the workplace.
To resolve an issue quickly, identifying the
cause of the dispute is crucial to resolving it. Conflicts are rarely as simple
as they seem on the surface and often are complicated by other aggravating
factors like conflicting personalities or office competition. Get both parties
to agree on what the conflict is actually about and then identify the needs
that aren't being met on both sides. Listen carefully to both parties and sort
out the facts of the dispute without making any judgments.
It's best to acknowledge that we all have
different opinions and points of view. Try to get each side to understand and
respect the other's perspective, even if they're completely opposite of one
another.
Don’t Assume - Only State
Observable Facts
To stay on
neutral ground as your team’s leader, it’s best to state observable facts to
avoid the parties from getting defensive or feeling like you’re taking sides. When you make an assumption or judgment, it can make either party feel
emotionally upset or may cause the focus of the conversation to switch from
productive problem-solving to a “he said/she said” debate.
If you weren’t able to observe the situation firsthand, state the facts that
have been disclosed to you. It’s also beneficial to have a spirit of curiosity
to learn more about the situation instead of jumping to conclusions. For
example, you could say something like, “While I wasn’t there to witness it, my
understanding of the situation is XZY occurred. What can you tell me about
this?”
Find A Middle-Ground Solution and
Stick to It
Once the conflict has been identified, discuss
openly and respectfully what a solution might look like. Work towards a
solution where each side gives a little and gets a little. Be creative in
searching for solutions, and develop mutually acceptable criteria for
evaluating these solutions.
Be sure to refer to your employee handbook on
how your company deals with conflict and any policies that affect the desired
outcome, such as behavior expectations and conflict review. A well-written employee handbook makes
workplace expectations clear from the beginning and helps back up whatever plan
of action you take.
If you don’t have an employee handbook - you
need one! We can help you create one that provides a roadmap for handling
conflict in your company and that will help protect you and your company from
litigation if a workplace conflict becomes legal.
Once a solution has been decided on, each side
should agree to take responsibility for whatever actions are required to
resolve the issue. Taking responsibility can be done verbally, but having a
written agreement might be best. After some time has passed, hold a follow-up
meeting to evaluate the success of the solution and make adjustments if
necessary.
Supporting Your Business From the
Inside Out
Managing staff conflict can be challenging,
but it's crucial to maintain a harmonious and productive work environment. If
you need extra guidance or support in managing staff conflict, contact me. I
don’t just prepare legal documents for your business - I work alongside you on
your path to growing a business and life you love and can help you navigate the
legal, financial, and personal
challenges that every business is bound to face.
To make sure your business has the foundation
it needs to be successful, I make sure you have the Legal, Insurance,
Financial, and Tax structures your business needs to thrive while protecting
your own assets and interests. From there, I support my clients’ businesses
through an ongoing relationship that proactively looks for ways to grow your
business and bring it into alignment with your ideal work-life balance.
To learn more about how I help business owners
create companies they love, schedule
your free 15-minute discovery call.
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article is a service of Ganvir Law, Personal Family Lawyer™. We offer a
complete spectrum of legal services for businesses and can help you make the
wisest choices on how to deal with your business throughout life and in the
event of your death. We also offer a Business Strategy Session for an ongoing
business, which includes a review of all the legal, financial, and tax systems
you need for your business. Call us today to schedule.
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