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Workplace conflict: resolving staff disputes
From daily office politics to serious and long-lasting grievances, conflict between staff can drain time,
morale and productivity from your business. Here are some tips for resolving employee disputes before they
become unmanageable.
Dealing with conflicts between employees is a frequent headache
for business owners – and it can cost real time and money. One
recent study by employment research company CPP found that,
on average, each employee spends 2.1 hours every week either
involved in a disagreement themselves or trying to manage a
conflict between co-workers. That’s equivalent to each employee
losing one working day a month to workplace disputes.
For managers and business-owners, handling staff whose working
relationship has broken down can be stressful and time-consuming,
so it is always best to try to solve the problem as soon as
possible. Here are some simple steps to take if you’re faced with a
workplace dispute.
Pre-empt problems with clear
company guidelines
Many conflicts arise in grey areas, such as arguments about people’s
place in the chain of command, or which responsibilities fall within
which job descriptions. Clear, written company guidelines – along
with a staff handbook detailing behavioural expectations, dress
codes and so on – will help pre-empt problems and can enable swift
resolutions by providing an authoritative source to refer to.
Acknowledge problems and be
proactive
It can be tempting to try to pretend an ongoing conflict between
employees isn’t happening, but even minor disputes can escalate
when allowed to fester – ending up in accusations of workplace
bullying or, in worst case scenarios, legal tribunals. It is usually fairly
obvious when colleagues are clashing. Acting quickly can minimise
the effect on your workplace.
Hold a meeting in confidence
Rather than tackling a confrontation publicly, hold
a private meeting with the relevant parties, either
separately or both together as appropriate. You should spend
the best part of the meeting listening and allowing your staff to
present their side of the story. In many cases, the mere act of
airing a grievance provides its own solution, and employees will
clear up misunderstandings or find a way of working around a
problem themselves.
You should also take care to be even-handed in such meetings,
and discuss solutions in terms of what’s best for the team and the
business, rather than making it about an individual.
Resolve specific problems with
specific solutions
There is always a danger that employees who don’t see eye to
eye will just generally complain about each other’s personalities
and traits. When trying to resolve a problem, it’s best to avoid
character-based discussion and instead focus on specific instances,
offering practical guidance about how you expect staff to behave in
those circumstances.
When you have reached a conclusion, ensure that all parties accept
it and agree to move on accordingly.
Take legal advice in serious
cases
Most disputes can be resolved informally – which is usually
the best way of doing things and certainly the least expensive.
However, in more serious cases there can be no option but to follow
formal proceedings. Document instances of disputes boiling over,
aggressive emails and so on, and if necessary take professional
advice. Even bringing in professional mediators could be a better
and less costly solution than arbitration – which could be bad news
for all parties, not least your business.
Conflicts are inevitable in any organisation, but there
are steps you can take to minimise the effect on your
business. Acting promptly and carefully can ensure you
resolve disputes before they get out of control.