Managing Conflict in the Workplace

Following on from last week’s newsletter, whereby we discussed in detail, communication when dealing with workplace conflict resolution.  This week, we focus on the management style and practices.

The way your business handles conflict can have a big impact on your profits, as well as crew/staff productivity and morale. Good management practices can help you avoid unnecessary conflict and deal with inevitable conflict in an effective and professional manner.

Workplace conflict is not uncommon, and it’s not always a bad thing. Handled in the right way, it can even:

• identify problems you weren’t aware of;
• improve relationships, morale and productivity; and
• lead to employee growth and insight.

However, if you don’t address conflict, it can become more serious, take longer to solve, and need more effort from everyone involved.

Common causes of workplace conflict

Knowing the most common causes of workplace conflict can help you plan for preventation and handle it if it does happen. The following are examples of factors that might lead to conflict. Consider which of these could become a problem in your workplace:

• broken agreements, or expectations that are not met
• a lack of necessary skills
• a lack of information or misunderstandings
• conflicting interests, values or ideas
• discrimination or harassment
• mental illness
• challenging personality types
• clashing work styles
• leadership issues
• not enough resources
• bad (corrupt or fraudulent) intentions.

Cost of conflict in your workplace

Most managers spend a significant part of their time dealing with grievances, and many crew/employee performance problems are the result of strained relationships, rather than a lack of skill or motivation.

Unresolved workplace grievances will cost you and your business money through, for example:

• decreased productivity and work quality;
• higher employee turnover and absenteeism;
• lower workplace morale;
• increased stress and health risks;
• damaged business reputation; and/or
• potential legal expenses.

Develop a grievance resolution process

Effective grievance (or dispute) resolution is an important part of good business management. Having a clear grievance resolution process will:

• help your business avoid conflict and prevent unavoidable conflict from escalating
• help to save time and money
• show you’re committed to promoting a healthy work environment
• ensure employees and managers know what to do when they have to deal with a grievance.

A grievance resolution process can only be implemented successfully if it’s supported by the business owners, management and employees. When you develop your grievance resolution process, make sure:

• your crew/employees and managers are aware of the process and are confident to use it
• it suits your business
• it works for all parties.

Legal requirements under the Fair Work Act 2009

Awards and agreements specify dispute resolution procedures for the employees they cover. You can apply these if a grievance arises in your workplace that is related to the award or agreement, or to the National Employment Standards (NES).

Find out more about awards and agreements link.

Steps to consider for your grievance resolution process

Consider the following steps for your grievance resolution process:

1. If possible and appropriate, the employee should try to resolve the matter directly with the people involved.
2. If it can’t be resolved in this way, the crew member or employee should refer their grievance to the Master or their manager. The crew member/employee should inform the Master or their manager about the:
   • nature and details of the grievance
   • outcome the employee would like to see.
3. If it’s not appropriate for the crew member/employee to try and resolve the grievance with the Master or their manager, or if it can’t be resolved this way, the crew member/employee should refer the grievance higher up the management chain. To do this, the crew member/employee must inform the next level of management in writing about the:
   • nature and details of the grievance
   • outcome the employee would like to see.
4. The higher management level decides what action (if any) is appropriate and if the complaint needs to be investigated further. It then notifies the crew member/employee of the decision in writing.

It’s important to set reasonable timeframes for each stage. Keep in mind, however, that the stages will depend on the type of grievance and the people involved.

Shorlink’s recommendation

Every conflict is different.  Make sure you have a good understanding of the grievance (including the people affected and the nature of the conflict) as soon as you can. This will help you to manage the conflict better and make an informed decision about the best way to address it.

Also, you may wish to identify  crew member or employee to deal with grievances. 

Consider appointing an experienced crew member/employee with the necessary skills and ability to deal with grievances – particularly complex or escalating grievances. The person you appoint should:

• be able to negotiate and communicate with management at all levels
• be senior enough to ensure grievances are dealt with at an appropriate level
• liaise with all necessary crew members/employees
• implement any changes that emerge from the process
• be someone who can be trusted to maintain confidentiality.

Tip

As an employer, you need to know your rights and responsibilities. Having the right information will give you confidence when settling workplace grievances and ensure you are meeting your obligations as an employer.

Training! People are better able to deal with conflicts in a professional, productive and positive manner if they:

• are trained in dispute resolution techniques
• possess good communication skills.

Help your crew members/employees and managers resolve problems early and avoid major disruptions to your business by developing their conflict resolution skills. You can:

• arrange for managers and crew members/employees to attend dispute resolution workshops and training
• learn more about training and developing your employees.

If you have any questions regarding the above, please do not hesitate to contact our office.