Resolving Workplace Issues

by Rebecca Shafir

Conflict in the workplace can result in employee turnover, difficulty recruiting, low morale, dissatisfied customers, and low productivity. These circumstances can cost millions of dollars in terms of lost revenue and employee training, and in desperate situations, the lives of innocent employees.

Creating a "listening culture" within your organization can reduce conflict, and cut resolution time. Keep in mind that not all conflict is bad. Sometimes, disagreements are the catalyst for the creation of new ideas.

When an issue surfaces, let’s say between a disgruntled employee and a manager or between employees:

1) Give both parties enough and equal air time to speak their minds. No interruptions. Then the ‘law of reciprocity’ takes over. If responses are too brief, or emotional or ask the person to elaborate. Ask, “Is there anything else on your mind regarding this issue?” 

2) Allow the pauses. Usually, when someone pauses at the end of a thought (3-10 seconds), they will reveal the “core issue” if you let them. Keep eye contact, let them know you are still listening. This saves time overall.

3) Tell back what they said. Be prepared for clarification. This way the person knows he/she was heard and has a chance to revise an inappropriate word choice.
Telling back also helps you understand the problem in your own words, in case you have to take the dispute to a higher level.

4) Empower the parties to come to their own solutions. Agree with what you can. Build the solutions upon the company’s goals rather than how their behavior is working against those goals. This will decrease the likelihood of one party becoming defensive. Defensiveness will stonewall the best resolution attempts. For instance, if an employee is arriving late most days, show how missing calls costs the company revenue, creates unhappy customers. etc.

5) Every so often spend a few minutes every couple weeks with your staff in private. Ask them how they’re doing. Do they find their job challenging/rewarding? Have they encountered any problems that could become larger problems down the road? Let your staff know that is the preferred way to handle problems.

6) Prevention is the key. Invite your staff to a Monday morning bagel hour to share ideas without fear of reprisal, team up on projects, clarify the short-term goals for the week and create a sense of community. When employees feel valued and respected, they stick around even in bad times.