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Conflict is Costly

Conflict management stems from internal discipline

Companies turning to professional mediators

'Can't Work with Joe'

by Roger Varley

Conflict in the workplace can be costly.

Tension between employees, departments and even executives can result in low morale, reduced production and lost opportunities, says Roger Alton, a Markham conflict mediation specialist.

"That can add up to horrendous costs", he said, adding the bottom line can also be affected by increased sick pay for employees taking leave because of conflict-related stress.

"And the costs soar if a wrongful dismissal complaint goes to litigation", he added.

"In corporate life today, demands are heavy, competition is great and more is expected for less", Alton said.

""There's no let-up to the stress of fewer people doing more. Add that to the pace at which we're running our lives and I wonder how some families stay together".

He pointed out, however, some successful companies can put their employees under stress to produce and yet still manage to keep them happy.

"It boils down to whether the employees are being driven or whether they're committed to the cause", he said.

Whether it's conflict in the workplace or at home, Alton said more companies are beginning to recognize it's in their interest to help employees.

"There's more of an awareness and a willingness to resolve conflict in the early stages", he said.

That's where Alton comes in. With more than 20 years experience as a human resources executive at Sears Canada, he made a career transition to become an alternative dispute resolution professional.

Now, as an associate of Agree Dispute Resolution, Alton offers mediation of workplace siputes, conflict management training and workplace investigation.

The later comes into play in cases of harassment complaints.

The Human Rights Code requires companies to investigate all charges of harassment.

"Few companies have the expertise to do a human rights investigation". he said. "And harassment is a major area of conflict".

Mediation is a growing field, Alton said, whether it be between a supervisor and an employee who isn't performing, grievances in union contracts, competition for promotlons or even a worker says "I just can't work with Joe".

"When I see parties who can't even look at each other come together and resolve, or even enhance their relationships, that's mediation magjc", said Alton.

"When you know morale is low but you don't know why, we (mediators) get people to spill their guts", he said.

Then a report can be made to management without naming names.

He pointed out, however, companies can head off conflict and the need for mediation.

One area is partnering.

"Where you have several stakeholders taking on a large project, for example", he said, "if we get together before the project starts, we can anticipate likely problems and how they will be solved".

Another is training management to recognize and handle conflict. which provides release valves, Alton said.

"It's costly to have employee turnover with constant hiring and training", he said.

To overcome that, the performance review should always be aimed at improving performance.

"If it is aimed at keeping a list of wrongdoings, it's doomed to fail", he said.

"So it's better to try and coach. The company can then say they've really tried to resolve any problems."