The Courage to Address Problems

This is a guest post from Dr. Keith Starcher, a long-time college professor and business consultant. Most importantly, he is the father of my wife, which makes him a big-deal.

Not all conflict is bad.

In fact, conflict may at times be good for an organization. Conflict gets our attention. Normal and healthy conflict can help a group clarify its goals. It can also be the catalyst for making necessary changes. 

Remember also that sometimes what appears on the surface to be the source of conflict is not the true source at all; it is only a symptom of the real problem.

The source is almost always below the surface. 

But let’s assume you are facing the “unhealthy” version of conflict among some of your team members.  What should you do?  Before you begin your involvement in this process, confirm that the individuals in conflict have attempted to work out the problem among themselves.  Assuming that they have made an attempt and yet the conflict remains: 

• Get involved informally.  Discuss the incident with each employee and listen for both sides of the story.  If it’s a minor issue (e.g., poor communication) and both parties agree to be reconciled, merely place a simple note in each employee’s file documenting what happened.

• If the above does not work, begin the formal reconciliation process by conducting a careful investigation to get all the facts straight.  When management takes action before investigating thoroughly, it devalues the workers involved and true justice is not served with love.

• Obtain written statements from witnesses.

• Present your observations to each individual orally.  Allow time for discussion and clarification.  If this discussion confirms your initial findings, present those findings in writing to the employee and explain how this incident falls short of minimum expectations.

• Ask each employee for a written response.

• Decide on a course of action (this may involve some form of training).  The goal is reconciliation.

• Develop something similar to the above as a policy within your organization which you follow and enforce.

 

Jamy Bechler is the author of The Leadership Playbook, host of the Success is a Choice Podcast, professional speaker, and trains organizations on creating championship cultures. He is also a certified John Maxwell Leadership Coach. Bechler spent 20 years as a college basketball coach and administrator. He has worked with businesses and teams, including the NBA. Follow him on Twitter at @CoachBechler. To connect with him via email or find out about his services, please contact speaking@CoachBechler.com.