“Conflict Resolution” is simple example of a
commonly used policy and procedure in organizations.
Sample Policy: Conflict Resolution
Problems, misunderstandings and frustrations arise in the workplace. It is the organization’s intent to be responsive to our employees and their concern. Therefore, an employee who is confronted with a problem should utilize this policy to resolve or clarify the situation.
The purpose of the conflict resolution policy is to provide a quick, effective and consistently applied method for employees to present concerns to and have those concerns resolved. Proactively identifying and resolving conflicts is a way to strengthen the relationships that improve relational coordination.
Sample Procedure: Conflict Resolution
The following steps should be taken to resolve conflicts in the workplace:
Employees should attempt to resolve issues with employees involved. This attempt should take place in private. Issues should be approached with humility and the intent to learn. The conversation should focus on problem solving and improving the overall process. Finger pointed should be avoided.
If issues cannot be resolved, the employee should direct their concerns with their immediate supervisor.
If the discussion with the immediate supervisor does not resolve the problem to the mutual satisfaction of the employee and the supervisor, the employee should direct the issues with the next level of management or Human Resources. Human Resources may call a meeting to facilitate a resolution and increase understanding between functions.
Employees may direct their concerns through mail, email, phone or private discussion. Resolving issues will be treated with confidentiality and respect, in a timely matter, serving as a learning experience.
An index system should be organized and kept separately
to identify policies and procedures by ID or number.
It serves organizational and tracking purposes.
This also helps make for easy reference when conducting
annual updates or audits in your organization.
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Approach conflict with humility,
with the intent to understand, and resolve the problem...
Organizations should proactively resolve conflicts with humility and the intent to understand the problem. Every conflict is an opportunity in disguise awaiting your leadership. Understanding the foundation of conflict resolution will help you be a proactive leader.
“Resort to fault finding rather than problem solving
is a common flaw in organizations,
and one that undermines both performance
and the potential to improve performance over time.”
–W. Edwards Deming, the father of Total Quality Management
Everything starts with a relationship. If your mission is to make your company a great place, you can only accomplish it as a team. It is important to have shared goals and it’s just as important to achieve them through the power of relationships.
Who is the most important to an on-time departure? The pilot? The mechanic? The baggage handlers? The ticket agents? The air traffic control? Or each of them, together? If the flight doesn’t take off on time, who loses? Does the customer care whose fault it is?