10.4 Case Study: Runners Relay Ltd.
Now that we understand the importance of using empowerment to resolve workplace conflict, let’s use script writing and role-playing to resolve a workplace conflict at Runners Relay.
The Scenario: An Empowered Approach
The Company:
Runners Relay Ltd.The People:
Anna Suarez (She/Her): Human Resources Manager
Svetlana Antonov (She/Her): Production Associate Day Shift
Mikael Carlson (They/Them): Production Associate Day Shift
The Scenario:
Svetlana works on the day shift at Runners Relay and enjoys working with her co-workers. Lately, however, one of her co-workers, Mikael, has started annoying Svetlana. Mikael has started returning from their morning and afternoon breaks and cleaning their work area.
While everyone is responsible for keeping their area clean, most employees do their housekeeping at the end of the shift. Mikael is constantly in the way, and Svetlana can’t get her work done, so Mikael tries to sweep the floor under her.
Svetlana decides to speak with Anna in Human Resources as she wants Anna to talk to Mikael about the constant housekeeping. Enough is enough.
Employee Observations:
“I can tell that Svetlana is tired of Mikael. Every time I see her, she is cursing Mikael’s name.”
“Mikael is acting like they are the only people who work in the production area. Sweeping while others are trying to do their work is annoying, to say the least.”
The First Conversation:
Svetlana notices Mikael coming back from break time and decides now is the time to let them know how she is feeling.
Svetlana: (yelling out loud) Hey Mikael, where is your broom?
Mikael: Excuse me. What are you going on about?
Svetlana: You know exactly what I am talking about, Mikael. You return to our workstation every day after your break and start sweeping and cleaning.
Mikael: What are you, my boss? Mind your own business, Svetlana.
Svetlana: If I were your boss, you would clean your work area like the rest of us at the end of our shift.
Mikael: Why do you care if I clean as I work?
Svetlana: You are in my way. You are in everyone’s way. There is a reason we do housekeeping at the end of the shift, Mikael. No one is working in the area, so we can clean without interrupting people while they are working. Did you ever think of that?
Mikael: As long as the cleaning gets done, it doesn’t matter when we clean.
Svetlana: I don’t know why I bother talking to you. Never mind.
The Exercise:
Next Steps
Svetlana stops by to meet with Anna in Human Resources. Svetlana asks Anna to meet with Mikael and tell them that they have to clean the work area at the end of the shift like everyone else. While Anna realizes this is a critical topic to Svetlana, this is an excellent opportunity to empower Svetlana to resolve this work style disagreement with Mikael. Anna will do her due diligence and inform the day shift supervisor of the scenario, make notes on this matter to add to their employee files, and set a date to follow up with Svetlana to ensure the matter has been resolved. Anna decides to sit with Svetlana and empower her to settle her disagreement with Mikael.
Coaching Notes:
Anna explained to Svetlana that she could address her disagreement with Mikael regarding their work style. Anna assured Svetlana that she would inform their supervisor of the scenario. Still, she wants Svetlana to meet with Mikael and address this concern to build her skills and abilities when working with co-workers. Anna reviews the following coaching notes with Svetlana before asking her to meet with Mikael to discuss their housekeeping routine.
- Be self-aware and acknowledge your own emotions on this topic.
- Consider the reason Mikael might be cleaning throughout the shift rather than at the end of the shift.
- Understand that while this is a work style disagreement today, it could evolve into a workplace conflict if it isn’t addressed quickly.
- Reinforce that Svetlana has the communication skills to speak with Mikael calmly and share with Mikael the reason this constant cleaning is upsetting her.
- Encourage Svetlana to ask Mikael questions such as “Why do you clean the work area after every break?” to understand the other person’s reasoning.
- While housekeeping is a critical practice, there isn’t a policy or a procedure that outlines when employees must clean.
- Help Svetlana understand the importance of establishing an agreed-upon cleaning schedule with Mikael.
- Encourage Svetlana to report back to Anna to advise if the agreed-upon work style solution is working for everyone.
The Recommended Conversation:
Having met with Anna for a coaching session and feeling empowered to solve her disagreement about Mikael’s work style over the cleaning schedule, Svetlana decided to meet with Mikael and address the issue. Let’s see if Svetlana feels empowered to solve this workplace disagreement independently.
Svetlana: (at the end of the shift) Mikael, could I speak with you before you leave for home?
Mikael: Sure, should we talk here?
Svetlana: No, let’s find a quiet place in the front office.
Mikael: We can use the training room. Will that work?
Svetlana: Sure.
Mikael: Okay, let’s see if the training room is free. (Svetlana and Mikael walk to the office).
Svetlana: This is perfect; there is no one here. Let’s sit down and chat.
Mikael: Sounds good; what do you want to talk about?
Svetlana: Mikael, I want to discuss our cleaning schedule with you.
Mikael: Okay, what about it?
Svetlana: Well, when the rest of the team on the day shift goes on break, we all come back to work and start making running shoes. When you return from break, you start sweeping under our feet, and we can’t finish our work.
Mikael: I didn’t realize I was bothering the team. I like the work area to be clean at all times. I can’t focus or work when things are messy.
Svetlana: It happens every day, and we can’t stand it. We want to help you clean, but it needs to be done at the end of the shift, not during the change. We all have work to do.
Mikael: I can’t wait until the end of the day. What if I return to the workstation before everyone else arrives and quickly sweep the area so I can work and not bother anyone else?
Svetlana: That would work just fine. If I arrive back at the workstation a few minutes early, I will help you sweep now that I understand how important it is to you.
Mikael: I really appreciate that, Svetlana. Thanks for the talk!
The Exercise:
