Managing Difficult Employees and Work Conflicts

Question 1

*What are the 3 elements to consider before applying disciplinary sanctions?

Answer 1

1- Circumstances:
proper communication of information to employees (can’t reprimand for what you don’t know), tolerance, manager’s attitude, type of employee (difficult VS in difficulty), seniority
2- Appropriate sanction with the offense:
fair and justified
3- Progressive discipline:
1 verbal reprimand, 2 written warning placed in employee’s file, 3 suspension with pay for one day,
4 suspension without pay for a short period of time, 5 long-term suspension without pay, 6 dismissal

Question 2

*What is progressive discipline? Give an example.

Answer 2

1st offense- Verbal reprimand
2- Written warning placed in employee’s file
3- Suspension with pay for one day
4- Suspension without pay for a short period of time
5- Long-term suspension without pay
6- Dismissal
*depends on the gravity of the offense

Question 3

*When should a manager intervene in a conflict?

Answer 3

If the conflict impacts productivity, impacts productivity of coworkers, encourages formation of opposing clans, impacts quality of customer service/organization’s public image, encourages the spread of rumors

Question 4

*What are the 5 conflict management strategies? When should we use each of them?

Answer 4

Kenneth Thomas’ model
1- Avoiding (lose-lose):
need more time, situation too emotional, other options are possible, don’t need other party / doesn’t solve anything
2- Competing (win-lose):
need fast decision, relationship doesn’t have room for compromise / even level of power = escalates conflict
3- Compromising (win-win or lose-lose):
not enough time to invest in collaboration / feeling of half-victory
4- Accommodating (lose-win):
can be traded for favors down the road / can be abused by others if used too often
5- Collaborating (win-win):
ready to invest time into finding creative solutions / getting to a solution can be time-consuming

Question 5

How do problems with difficult employees get resolved?

Answer 5

1- Documentation of problem (based on facts)
2- Meeting with employee
3- Action plan (maintenance plan if situation is corrected, sanctions otherwise)

Question 6

What are the 3 sources of conflict?

Answer 6

1- Context:
new technology, new economic conditions, diversity of labor
2- Organization:
type of organizational structure, unsatisfactory work environment, inadequate communication system, excessive workload, management style
3- Interpersonal relationships:
personality, psychopathology, negative emotions and intentions, weak interpersonal skills, inadequate communication, personal problems, interdependence

Question 7

*What are the HR indicators?

Answer 7

*attitudes and behaviors affect organizational dynamic and performance
Attitudes:
1- Work satisfaction
2- Emotional commitment
Behavior:
1- grievances
2- absenteeism
3- turnover

Question 8

How can a manager prevent and resolve conflicts?

Answer 8

Prevention:
employee survey about colleagues, managers, HR indicators
Resolution:
mediation process, arbitration procedure

Question 9

What are the 3 manager roles when resolving conflicts between employees?

Answer 9

1- Listening to others’ emotions and those of the party in conflict
2- Assisting conflicting parties to soothe emotions, clarify the situation, define needs and priorities
3- Help to find win-win situations