Conflict Resolution Before Discipline

Conflict Resolution Before Discipline
By Kanani Alos
Postmaster of Kaneohe and Member of Honolulu Branch 214

The definition of conflict resolution is “a process of finding a peaceful solution to a dispute, difference, conflict or misunderstanding. The process involves addressing each side’s interests so they are satisfied with the outcome. Conflict resolution can be formal or informal and can help people have successful relationships with others.”

The management team is the foundation of an office or operation. When there is conflict among team members, more than likely it will affect performance on the workroom floor. Conflict can be a detriment to an office when the manager and supervisor do not get along.

Performance will start to decline and decisions made to keep the office afloat may challenge the integrity of a manager and/or supervisor. The consequences likely will be in some form of discipline. As NAPS officers responsible for representing both the manager and the supervisor, this can be incredibly challenging.

Conflict resolution—a proactive approach to resolving conflict before discipline is issued—has proven to be successful for our Honolulu branch. By implementing this process, we have been able to defer many cases that otherwise would have resulted in discipline. Here are simple ground rules to follow:

  • What happens in the meeting stays there; no discussion outside the meeting.
  • Disagree without being disagreeable. It is fine to have a different opinion, but the parties should express their disagreement in a constructive way.
  • Seek first to understand, not to be understood. Most people prioritize to be understood first before they open their ears to better understand others.
  • Tackle problems, not people. When people feel they are under attack, they often feel hurt, lash out and attack back. As a result, the discussion can become toxic and quickly evolve into conflict.
  • Share the air. This ground rule strengthens the importance of being inclusive and making space for others.
  • Discuss undiscussable issues. These are issues that are on everyone’s mind, but no one will bring them forward.
  • Agree to disagree. There always is an option to come to an agreement, even though two people disagree with each other.
  • Windshield rule: It is better to look ahead (windshield) rather than dwelling what is past (the rearview mirror).
  • Tolerate and teach; do not shame and blame. This rule emphasizes it is important to be patient with each other, especially when they are unfamiliar with a topic or issue. In those moments, it is better for a participant to share knowledge rather than be critical and blame others for their lack of knowledge.

Remember, if you truly want to resolve the conflict, you need to go in with a positive mindset.