Managing a workplace conflict

Lindsey Hickman

Ashford University

COM 480 Communication Studies Capstone

Instructor: Dan Tinianow

September 22, 2014

   As the department manager of a mid-sized company providing technology support services, it is my responsibility to maintain a high level of customer satisfaction. This translates to keeping a staff comprised of experts with excellent customer service skills. With data showing an employee is working at a substandard level after two-years of employment, the problem needs to be addressed with a clear plan of action. 

   According to reports, there have been numerous complaints from customers and coworkers regarding the employees behavior, and more recently the employee has been displaying confrontational behavior, creating a hostile environment for all of the employees to work in. At this time, the employee must be given an ultimatum for immediate improvement of face dismissal from the company.

   Conflict is a common part of workplace relationships, with very different individuals working together for at least 40 hours per week, it is inevitable that disagreements will arise, especially with only ten employees working together. However, the key is to have a conflict resolution strategy in place to deal with these situations when they arise. Conflict in the workplace can have a much wider and deeper effect than just the people involved in the actual conflict. It can affect the profitability and sustainability of the business if not managed properly (Anthony, 2014).

   As the manager of the organization, it is important to recognize that employees will emulate what they see and hear their superiors doing and saying, it is important that company management sets a good example for employees. I would make every effort to curb conflicts before they escalate to the point of ultimatum. If management always looks for a win-win situation and addresses conflict quickly, employees are bound to do the same. If the forcing style is used by management, it is more likely that there will be even more conflict issues with employees (Anthony, 2014).

   In order to achieve this, team building exercises such as meeting ice-breakers, bonding excursions outside of work, and luncheons can bring coworkers closer together. After all, when employees are distracted and unhappy, their work suffers, and ultimately so does the company. When employees experience problems, they don't perform to their highest potential. Troubled employees often call in sick or aren't mentally present when they attend work. Understand the top factors of employee unhappiness and offer appropriate assistance if needed (Patrick, 2014).

   Since this employee has crossed acceptable behavior boundaries, I would bring him/her in for a formal meeting, considering local fair labor practice laws for due process where applicable. I would clearly and thoroughly explain the employee what they were being accused of, how the data was collected, and allow he/she to explain their side of the story. I would listen intently to their message and validate concerns that they have. Conflict is often a miscommunication at the heart.

   However, I believe that if ultimatums, such as ‘shape up or ship out’ are needed, I believe they should be well known company policy prior to singling the employee out. A report in Small Business Magazine (Patrick, 2014) suggests a ‘firing fast’ policy; when an employee isn't willing to follow rules, engages in reckless behavior, or any behavior that can leave the employer liable for the actions within the course and scope of employment (Patrick, 2014), it would allow for immediately investigation the situation, as well as disciplinary actions.

   By understanding the three basic ways people approach conflict (accommodating, assertive, or analyze before react), and using the approach, Anticipate — Prevent — Identify — Manage — Resolve (APIMR), conflict can be resolved more effectively than simply being reactive.

Reference

Anthony, Leigh (2014). Conflict Resolution Approaches for the Workplace. Retrieved from http:// smallbusiness.chron.com/conflict-resolution-approaches-workplace-2838.html

Moran, Gwen (2014) Five Problem Employees and What You Can Do About Them. Retrieved from http://www.entrepreneur.com/article/220132

Patrick, Monica (2014). Top Problems That Affect Employee Productivity. Retrived from http:// smallbusiness.chron.com/top-problems-affect-employee-productivity-17947.html