5.2 The Lesson: A Proactive Approach to Conflict
In Chapter 4, we read about an interest-based approach to conflict resolution. Chapter 5 will focus on a proactive approach to conflict for the Human Resources professional. A proactive approach is about creating or controlling a situation by causing something to happen rather than responding to it after it has happened.
Minimizing Unhealthy Conflict
Chapter 1 discusses the characteristics of unhealthy versus healthy conflict at work. While it is impossible to avoid conflict, Human Resources professionals want to minimize unhealthy conflict in the workplace.
How do we minimize unhealthy conflict at work? While there is no one solution, we can implement some of these “best practices” in business.
Training
Ensure you have a well-defined training program covering legal requirements and company policies.
Example: Provide all new hires and existing employees with a yearly training session on your organization’s Code of Conduct.
Set Clear Expectations
Whether it is a meeting, a project or a business trip, ensure all employees know what is expected of them in each situation.
Example: Post a list of agreed-upon “Meeting Rules” to reinforce the expectations of individuals participating in a meeting.
Open Communication
Have your Supervisors, Managers, and other people leaders host meetings with their teams and send electronic updates on the business and departmental goals.
Example: Host daily meetings and quarterly town hall meetings to share safety statistics and gather input.
Policies and Procedures
Review your organization’s policies and procedures to ensure they are current based on legislation and your company’s needs.
Example: Place a physical copy of your organization’s policies and procedures in an easily accessible area and provide 24/7 online access to the policies.
Progressive Disciplinary Program
Create, publish and train every employee on your organization’s progressive disciplinary program and follow it as required.
Example: Once a workplace conflict investigation is complete, provide employees with disciplinary letters if there has been a policy or procedure infraction.
Lead by Example
The leadership team must set a great example for everyone in the organization. Encourage your leaders to “lead by example.”
Example: Have your executive and management team share examples of challenging workplace situations with their direct reports and include the methods they utilized to resolve the conflict successfully.
Team Building Activities
You do not have to spend a lot of money to bring employees together and allow them to get to know one another.
Example: Host a multicultural potluck and encourage your employees to bring a dish representing their cultural background.
Provide Timely Feedback
Don’t become an organization that “saves up” negative feedback and presents it once a year during performance reviews.
Example: If a Manager learns that an employee is frustrated by a recent change to a project timeline, speak to that employee immediately to answer their questions before the frustration grows into a bigger issue.
Positive Workplace Culture
Consider establishing a formal mentorship program to connect new hires with senior staff and help them learn about your organization’s culture.
Example: When new employees start working at your organization, have a senior staff member meet with them regularly to ensure they learn the company’s practices and language.
Clear Definition of Roles
Yearly, review your organization’s job descriptions to ensure they are up-to-date and accurate.
Example: Establish a team in each department to review the accuracy of each job description and bring forward recommended changes.
Image Description
Prevent Unhealthy Workplace Conflict is the title, followed by the subtitle “Be Proactive.” The content is organized into four sections with icons and text.
- Create Clear Workplace Policies: Ensure you publish policies and procedures that reinforce the desired behavior, such as a Code of Conduct.
- Train Employees on Professional Behaviour: Reach out to train all new and existing employees on your Code of Conduct. Ensure you reach everyone, including salespeople who travel and employees who work from home.
- Hold Employees to Account: It is important that employees know that unhealthy workplace conflict will be addressed up to and including disciplinary action.
- Reinforce Positive Behaviour: When you observe positive behaviour at work, don’t miss the opportunity to acknowledge it.”
At the bottom, the text reads: “CREATE A POSITIVE WORKPLACE CULTURE” on a dark blue background.
Chapter 5 Exercise 1
Earlier in this textbook, we looked at the most common workplace factors that may lead to workplace conflict.
For each of the workplace factors listed below, consider the 10 “best practices” explained above and note which of these practices might best address each of these factors. You are encouraged to list more than one best practice. Provide your reasoning for each choice.
Text Description
- Workplace Factor: Co-worker disagreements such as how to complete a project.
- Workplace Factor: Lack of resources such as finances or time.
- Workplace Factor: Job insecurity, such as concern about a company closing or eliminating a job.
- Workplace Factor: Workplace conduct includes harassment, teasing, and bullying.
- Workplace Factor: Work overload, such as an unrealistic amount of work.
- Workplace Factor: Unfair practices such as treatment, favouritism, and pay.
- Workplace Factor: Lack of career opportunities such as promotions, training, and mentoring.
