NFIB

Resolving Conflict in the Workplace
09/ 03/ 2002

by Vicki Gerson

Because conflicts between business owners and employees can interfere with the operation of a business, it is important to know how to resolve conflicts effectively.

According to Dr. Melissa Kay, a licensed clinical psychologist and partner at Advanced Behavioral Solutions in Schaumburg and Palos Heights, Ill., there are five specific steps that must occur in order to resolve conflict in the workplace.

Step 1: A meeting needs to be scheduled that includes both the employer and employee where they each need to define the problem according to how they perceive it.

For example, an employee believes his job incorporates work beyond his original job description, and he can't even complete his "normal work" in a 40 hour work week. The business owner sees nothing wrong with increasing the work load in a tight economy and feels the employee should be happy just to have a job.

Step 2: The employer and employee need to brainstorm a variety of solutions to the problem.

The employee might suggest the employer hire part-time help to complete the work or start paying him overtime. The employer might then suggest dividing the extra work more evenly among the employees.

Step 3: Choose solutions that can be realistically implemented and agreed upon.

In this case, the employee and employer can agree to do the following to help resolve this problem: The employer will divide some of the extra work between two other employees who should be capable of handling it. If the workload is so heavy that this does not solve the problem, the employer will bring in a temporary worker to complete the task.

Step 4: Implement the solutions and reassess the problem after one week.

In this example, the employer needs to assess if the employee is able to complete the work assigned for the week. He also needs to find out if the other employees, who have been given the extra work, have the time to complete it.

If the employer finds that the other employees are now unhappy about the new arrangement or don't have the skills to complete the work, the employer needs to hire a temporary worker as previously agreed upon.

Step 5: Have regularly scheduled meetings where the employer and employee can check in with one another to prevent further conflict.

It’s important to recognize the value of good verbal communication between employer and employee. Employees must feel valued by their employers and know their views are important. The more effectively you can solve conflict means a happier and more productive work environment for both you and your employees.

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