Bad News
In many workplaces today people are faced with many different cultures and personalities. It is essential as a supervisor or manager to deal with any hostile situations before they begin to escalate even more. Organization leaders are responsible for creating a work environment that enables people to thrive. If turf wars, disagreements and differences of opinion escalate into interpersonal conflict, you must intervene immediately. Not intervening is not an option if you value your organization and your positive culture. In conflict-ridden situations, your mediation skill and interventions are critical.
In the case study presented the employee has been with the company for approximately two years. This is a short time to be having such issues with an employee. As a supervisor the way to approach the situation would be to first call a meeting. Meet with the parties together. Let each briefly summarize their point of view, without comment or interruption by the other party. This should be a short discussion so that all parties are clear about the disagreement and conflicting views. Intervene if either employee attacks the other employee. This is not acceptable.
Ask each participant to describe specific actions they’d like to see the other party take that would resolve the differences. Three or four suggestions work well. An example is, “I’d like Mary to send the report to me by Thursday at 1 p.m. so I can complete my assignment by my due date of Friday at noon (Heathfield 2000).” A second example is, “I would like to have responsibility for all of the business development and follow-up with that client. The way the work is divided now causes Tom and I to never know what the other person is doing.”Sometimes, as in the second example above, you, as the supervisor, must own some of the responsibilities for helping the employees resolve their conflict. Always ask, “What about the work situation is causing these staff members to fail? (Heathfield 2000)”
All participants discuss and commit to making the changes necessary to resolve the conflict. Commit to noticing that the other person has made a change, no matter how small. Commit to treating each other with dignity and respect. It is okay to have reasonable disagreements over issues and plans; it is never okay to have personality conflicts that affect the workplace. Let the parties know that you will not choose sides, that it is impossible for a person external to the conflict to know the truth of the matter. You expect the individuals to resolve the conflicts proactively as adults. If they are unwilling to do so, you will be forced to take disciplinary action that can lead to dismissal for both parties. Finally, assure both parties that you have every faith in their ability to resolve their differences and get on with their successful contributions within your shared organization. Set a time to review progress.
Mediating a conflict is challenging, but as a manager or supervisor, the role of mediator comes with your territory. Your willingness to appropriately intervene sets the stage for your own success. You craft a work environment that enables the success of the people who work there. I believe you can learn to do it. Conflict mediation is an example of “practice makes perfect.
References
Heathfield, Susan. About.comguide.
http://humanresources.about.com/od/managementtips/a/conflict_solue.htm
This blog provides a decent amount of content that is appropriate for the audience. I would suggest adding a little more content. I would also suggest adding some pictures or clipart. I think the title could be changed to something other than the authors name. The design is good, although color choices could use some enhancement.
ReplyDeleteThe blog is effective at reaching the intended audience. The blog is relevant to the audience and for the purpose of sharing communication discussions.
Steven,
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The color scheme is relaxing and inviting while being a bit understated. Adding small details will make a huge difference. Maybe adding links to some of your favorite pages, or adding some communication comics would be a nice touch.
You are well in your way to flying high with this one!
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