[Webinar Recap] Navigating the Maze of Conflict Resolution in Today's Workplace
July 29, 2024 | 647 Views
Presenters:
Rebecca Berry, Senior Sales Manager, ServSuccess
Yvonne Lloyd, Product Manager, ServSuccess
Conflict in the Modern Hospitality Workplace
As discussed by Rebecca and Yvonne, conflict is unavoidable when you're leading a team. But when we proactively recognize and address conflict, managers can create a healthy environment for its resolution.
With its high customer interaction and fast-paced, often stressful work environment, the hospitality industry can be ripe for conflict among staff. Rebecca stressed that in order to create a thriving work environment, we first need to understand the nuances of our industry, such as the high employee turnover rates and the importance of employee engagement.
Employees engage differently in the modern workplace, so strategies like professional development and career advancement, flexible scheduling, feedback and recognition programs, diversity and inclusion efforts, and health and wellness initiatives are key. Our presenters highlighted the importance of these initiatives in improving job satisfaction, productivity, and fostering an inclusive and supportive work environment.
Management Styles & Workplace Conflict
Our management style drives how we interact with team members, delegate work, set and measure goals, and make decisions related to the business. Yvonne reviewed different management styles, including democratic, autocratic, and laissez-faire, along with the pros and cons of each. All the while, she highlighted the need for managers to develop style flexibility and emotional intelligence to effectively lead their teams and address conflicts.
The presenters defined various types of workplace conflicts, such as relationship conflicts, task conflicts, and value conflicts, and discussed the characteristics of healthy and unhealthy conflicts.
Strategies for Conflict Resolution
The webinar concluded with strategies for , such as effective communication, clear roles and responsibilities, cross-training, conflict resolution training, recognition and reward programs, team-building activities, and encouraging feedback. The importance of mental health support, including employee assistance programs (EAPs) and resources for substance abuse and addiction, was also stressed.
Timestamps
01:39 Understanding the Modern Workforce
05:52 Engaging Employees in the Modern Workplace
11:28 Management Styles and Emotional Intelligence
21:45 Types of Workplace Conflicts and Conflict Resolution Strategies
36:59 Alleviating Stress and Promoting a Positive Work Environment
Specific Strategies to Navigate Conflict
38:10 Conduct pre-shift meetings to discuss clear expectations, roles, and any potential issues ahead of time
39:07 Cross-train staff in multiple roles to increase flexibility and reduce stress during busy times
40:11 Provide conflict resolution training, including role playing, and establish clear mediation processes for handling disputes between staff members
41:15 Implement recognition and reward programs to acknowledge excellent service and teamwork regularly
42:12 Organize team-building activities outside of work to strengthen relationships and morale
42:37 Encourage regular check-ins, one-on-one meetings, and anonymous suggestion boxes to gather employee feedback and address concerns
43:01 Implement an anonymous suggestion box for staff to share ideas and concerns, and ensure follow-through on acted suggestions
43:57 Train managers in effective leadership, conflict resolution, and stress management to model calm and positive behaviors
44:30 Provide opportunities for professional growth and career development, such as culinary training, hospitality management courses, and mentorship programs
45:15 Offer mental health support resources, such as employee assistance programs (EAPs) and resources for substance abuse and addiction
47:06 Explore resources like Ben's Friends to support employees struggling with substance abuse and addiction while maintaining their careers in the industry