Dealing with conflict between staff and management

Effective strategies include:

• detailed HR policies and written procedures that clearly set out the rights, roles and responsibilities of management and staff, including how disputes and complaints should be addressed at regular staff meetings
• a strong internal culture that values feedback and open communication across the whole organisation
• staff codes of conduct
• a clear chain of command and lines of reporting, supervision and delegation
• cross-cultural training, inductions and customised training that deal with processes for resolving disputes, grievances and complaints
• professional development and career opportunities
• expectations and standards for staff conduct set out in their contracts and performance agreements
• annual performance reviews where a range of sensitive issues can be discussed and addressed
• consistency and fairness in decision making and policy implementation by managers
• clear rules and procedures for the working relationship between staff members and the governing body
• access to external mediation or counsel if disputes are entrenched or focus on the top manager.