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Guide to Managing Employee Conflicts

Pump up productivity by keeping peace in the workplace

By Jenni Simcoe

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Peace on earth may not be attainable, but peace in the workplace is a must if you want your small business to thrive. Avoiding conflicts entirely is impossible, but a good manager can resolve conflicts and keep them to a minimum. All you need is to put a plan in place to help prevent conflicts from arising in the first place and to resolve them when they do crop up. Keeping a peaceful work environment benefits both employers and employees by:

Allowing employees to avoid added stress at work
Enabling more productive and effective work days
Attracting good employees and retaining them
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.

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.

Tips & Tactics
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.

The official source of Managing Employee Conflicts is
the Conflict Management page at Business.com

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Mississippi Alternative Dispute Resolution Resources
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Related Resources from Business.com

Recommended Solution Providers

Mediation Training Institute

MTI is the world's leading provider of open-enrollment training and certification in workplace conflict management and mediation.

Crisis Prevention Institute, Inc.

Offering training in the safe management of disruptive and aggressive behavior.

Michael H. Smith, Ph.D.

Helps companies manage conflict, diffuse potentially damaging situations, and improve productivity through consulting, training, and coaching.

Dramatic Solutions

US based company offering on-site dramatic presentations as business training in areas including diversity, conflict resolution and sexual harassment.

Best Sites to Learn More

About.com: Managing Conflict and Workplace Violence

A listing of articles, information and web links on the topics of workplace violence and effective conflict resolution. Information on mediation, arbitration and the stages of conflict will be of interest to anyone in a position of conflict.

United States Department of Labor: OHSA Safety and Health Topics: Workplace Violence Possible Solu

Section talks about workplace violence. It includes articles about preventing violence in the workplace.

AllBusiness.com: Conflict Management

Articles dealing with workplace conflict management and methods for handling employee disputes.

Beginner's Guide: Conflict in the Workplace

Articles dealing with workplace conflict.

Employee University: Training Videos

Sells videos for addressing conflict in the workplace.

Best Blogs and Forums

Workforce Management: General Forum

Discuss workforce management, performance management, retention, communication, motivation, contributing to business results and other topics.

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