Guide to Managing Employee Conflicts

Pump up productivity by keeping peace in the workplace

By Jenni Simcoe

Keeping a peaceful work environment benefits both employers and employees by:

1. Allowing employees to avoid added stress at work
2. Enabling more productive and effective work days
3. Attracting good employees and retaining them
4. Creating a team environment

Action Steps
The best contacts and resources to help you get it done

Communicate company policies

In your company handbook, include your policy on dealing with everything from small disagreements to workplace violence and have each new employee read and sign the handbook. Be sure to instruct new hires on the proper ways to bring conflict to the attention of managers.

I recommend: Download a sample employee handbook from the EmployeeHandbookStore.com or from BizManuals.com to help create your own handbook and be sure to include your conflict resolution policy. Include tips for dealing with workplace violence from the University of California-Davis.

Deal with conflict immediately

By letting conflict between employees or anger towards management fester, you show employees that you condone the behavior and you allow your workplace atmosphere to become negative.

I recommend: Find out how to talk to angry employees with language that will diffuse the situation and resolve the issue at Work911.com. Learn how to deal with hostile and abusive behavior at KirkMillerandAssoc.com. OSHA, part of the U.S. Department of Labor, offers a wealth of resources for dealing with potential violence in the workplace.

Train managers and employees

Give your managers and employees the tools they need to deal with conflict effectively. Offer training opportunities that can help them improve their mediation skills, problem-solving skills and communication skills.

I recommend: Have your managers and employees review training videos, such as those from EmployeeUniversity.com, about dealing with workplace conflict. A computer-based training program on managing workplace conflict is available from MediationWorks.com. Get additional tips on how to mediate between two employees at AllBusiness.com or About.com.

Foster teamwork

When employees feel like they're part of a team, conflict is less likely. Encourage a team atmosphere with team-building exercises and by rewarding group achievements.

I recommend: Take advantage of interactive teamwork development sessions from TeamBuilders.com. Find out the difference between a defensive workplace and a collaborative workplace at BusinessKnowHow.com. Practice problem solving by having employees role play during training classes.

Helpful advice for making the most of this Guide

• •  Avoid taking sides in conflicts. Instead acknowledge the conflict and have both parties come up with joint solutions.
• •  If an employee has threatened another employee physically, immediate action should be taken. There are conflicts where the only resolution is removing the employee. You should report the threat to the authorities and follow through by terminating the employee.
• •  When conflict arises between two employees, meet with them together so all communication is open, avoiding the chance of misinterpretation and the appearance of favoritism.