Settling Employee Conflicts, a 5 Step Approach

Tom and Sonya work in your program. Tom is very outgoing and energetic with the kids. Sonya, who has been working in your program longer, has a more formal, reserved style. One day, Tom complains to you that Sonya is too controlling and focuses too much on the lessons, not the kids. He is irritated because Sonya has been criticizing him, telling him to play less and focus more on the curriculum.

Sound familiar? Conflicts are all too common among employees. As a program manager or supervisor, your challenge is to help staff work together, despite varying temperaments, teaching methods and personal styles. By following our 5-step approach, you can help employees to resolve their conflicts.

Step 1: Explain the problem

Ask Tom and Sonya to explain their version of the events. Allow them to express their feelings and opinions, but try to maintain focus on the facts what happened, when and where. Depending on the severity of the conflict, you may wish to convene separate meetings or hold a join meeting with all parties involved.

Step 2: Reverse roles

Once you've heard the story from Tom and Sonya's point of view, ask them to reverse roles and explain the problem from the others' perspective. Encourage each employee to see why the other person might feel irritated or upset.

Step 3: Seek confirmation

Ask Tom and Sonya to confirm the accuracy of other employee's telling of the events. It is important that both parties feel that their point of view has been adequately expressed. Make sure to confirm with each party that you, the manager, understand their perspective as well.

Step 4: Ask for suggestions

How do we solve this problem? What would make this situation better? What would you like to see change? By seeking input and suggestions from Tom and Sonya, you can help them resolve their conflict for themselves, rather than imposing solutions upon them.

Step 5: Bring to agreement

This final, crucial step involves bringing Tom and Sonya to an agreement on what concrete steps or actions will need to be taken in order to resolve their conflict. It's important to identify specific solutions and set achievable goals in settling the conflict.