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Conflict Resolution in the Workplace
When it comes to methods to solve employee disputes, many companies rely on informal “open door” policies. While informal methods can be effective in resolving workplace complaints, businesses are best served by having a conflict resolution and complaint procedure in writing.
Why do I need a written policy?
Many times, employers simply assume employees “just know” they can come talk to them about any issues. But often, this isn’t the case. Employees may not know who to go to in these situations, feel the employer is not approachable, or believe that complaints would be met with a deaf ear or, even worse, retaliation. Having a written policy communicates to all employees that not only is the business receptive to their concerns, but values the employees’ opinions. In addition, in certain situations, such as sexual harassment complaints, having a written complaint procedure can aid a company’s legal defense if a complaint later turns into a lawsuit.
What should a policy contain?
An effective complaint policy will assure employees that they may come to management with any problem or complaint, without fear of retaliation. The policy should state what the proper chain of command is for employees to follow (first go to your immediate supervisor, then HR, then the President), but also provide alternatives if an employee is not comfortable in speaking to any of the designated persons. Do not promise confidentiality or any type of result. Management employees who are in the position to receive and/or investigate employee complaints should be trained in proper conflict resolution methods.
What if the boss is the subject of the complaint?
In some situations, it may be appropriate to bring in an outsider to help resolve workplace conflicts. A good example is where the complaint is about the company President or owner (or his/her spouse, sibling or close friend). An employee may feel that he/she will not be heard in this situation, and bringing in a neutral third party shows the workforce that the company is fair and cares about employee concerns. HR consultants or skilled mediators work well in these situations, and the cost of these services is most often regained in renewed employee productivity and loyalty.
Whether you employ hundreds or just a handful of employees, having a written complaint and conflict resolution policy in place helps promote a peaceful and productive workplace. It is just one of many tools that every employer should keep in their toolbox.
The Law Office of Jennifer A. Corso can assist any company with legal compliance and defense of employment claims and lawsuits. Jennifer A. Corso has over 15 years experience representing management in labor & employment law, and is certified by the Ohio State Bar Association as a Specialist in Labor and Employment Law.
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