Conflicts and Complaints: Prevention and Resolution
| Prevention An ounce of prevention is worth a pound of cure. Work hard to maintain a respectful culture that encourages open communication and reduces misunderstandings and unprofessional conduct: – Talking 1:1, listening, and providing clear expectations, – Constructive feedback and guidance, – Encouraging positivity and solutions, – Promote self-awareness and EQ, – Setting a respectful leadership example, and – A no-jerks rule |
| When a Conflict Arises First, check-in with yourself. What is your mindset? Does this conflict push your buttons? Did you contribute to the conflict in some way? Can you remain neutral through this mediation process? – Ask the parties to also check in with themselves – Listen carefully to all parties – Focus on behavior, not personality – Identify points of agreement and disagreement – Ask individuals to share perspectives – Focus on ways to move forward – Obtain a commitment from all parties – Monitor and provide ongoing support |
| If a Formal Complaint Arises Always act promptly and take it seriously. – Obtain specific details and ask about potential witnesses – Collect any supporting documentation like emails, texts, etc. – Interview witnesses and ask open-ended questions – Inform the accused individual(s) and find out their side of the story – Request the parties to maintain confidentiality during the process – Be neutral and avoid any personal comments – Have an objective witness/notetaker in all interviews, if possible – Document the entire process with details – Weigh the evidence, credibility of everyone, and any history – Consult with experienced experts before you take any employment action – Follow up with the individual who filed the complaint and let them know the conclusion of the investigation – Make certain no retaliation occurs to any party, including witnesses – Implement any necessary policies, procedures, and/or provide training |