SIX STEPS FOR SOLVING “STORMS”
1. Meet with each person involved individually and let them reveal their version of the facts. Take notes and at the end of the meeting recap your understanding. 2. Bring all parties involved in the conflict in your office and discuss the “RULES”. a. When one person is talking, the other must listen b. Any objections should be directed at YOU c. You will make the final decision 3. Discuss the facts that led up to the conflict, utilizing your notes from the individual meetings. Ask for a confirmation of the accuracy of these facts. Make any changes, where necessary. 4. Allow each person to ask three questions. Questions reveal the REAL issues and help lead you to the solution. Answer the questions raised again, clarifying your understanding of the issues. 5. Inform all parties that you can understand their POINTS OF VIEW, but from your prospective, this is how this situation is going to be handled: a. Outline YOUR SOLUTION b. Explain the reasoning behind your solution c. Stress the importance of putting this behind, and rebuilding TRUST between everyone in the office.
d. Ask the people involved how they plan to put this issue to rest. (specific examples) e. Explain how a cohesive team is vital to the overall success of the company and the part they play in that team.
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f.
Announce you are leaving the room for five minutes. You would like them to talk, shake hands and then return to work.
6. In an upcoming morning meeting, this conflict will be discussed with the entire staff. Names and specific details are NOT discussed. You give an overview of the issue and share your solution. The reason for doing this is that your employees will now have an understanding of how you will react to certain situations! You may show compassion, great understanding or possibly even a low tolerance level for certain issues. These are important revelations to the people who work for you.
In an attempt to avoid “STORMS”, you need to author a policy manual. This manual should be given to all of your employees upon hire. They are asked to read it within the next 24-hour period. Next, they then must sign and return the letter attached to the manual, stating that they have read and understand the contents. Finally, the manual is given to each employee to be used as a reference when issues or questions arise.
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