I Was a CEO of a manufacturing firm located in Denver, Colorado. During my time as CEO I launched a number of business culture initiatives. Among the earliest initiatives I introduced was a system of dispute settlement.
The associates that I employed were blue Collar employees who work eight hours daily manufacturing sheet metal products. Disputes have been an inevitable part of the manufacturing floor. The character of the disputes ranged however they all had the potential to become malignant. Disputes were also a trigger point for turnover. I looked at potential dispute resolution methods as opportunities for continuous improvement (kaizen).
My business was little but growing Earnings 100% yr/yr for four decades in a row. The growth strained every element of the business. I knew I needed to employ a dispute resolution technique that would enable my team, reduce turnover and enhance quality. I introduced the next three points of dispute resolution.
Facts about what had occurred
How it made the aggrieved party feel
What the aggrieved party wants another party to perform about it
Facts About What Happened
Just the truth, nothing But the truth. I really don’t want to hear what the aggrieved party thinks why the other party did something or something they believe precipitated the dispute. Tell me what happened without commentary. This is essential in defusing raw emotion from the circumstance. Allowing comment or opinion will result in additional emotional escalation and loudly disruptive arguments. Hurting someone’s feelings is counterproductive to dispute settlement.
At the end of the day everybody must work Together to make the company function. Emotionally charged team members may work to sabotage one another. As far as the client is concerned this is a direct reflection on quality and the senior director of the company. In other words, you may seem like a fool to your clients.
How It Made Me Feel
Now Is the time for comment, but this is limited to how the aggrieved felt maybe not what the aggrieved felt were the motives of the perpetrator. Developing a sense of personalization is essential in generating compassion. A resolution is far more likely and permanent if all parties know how something affects one another.
If everyone Knows the consequences of their actions then they are unlikely to perform things that adversely impact the team. This is a massive breakthrough in improving the way that your company creates its merchandise. I state this because I think everyone wakes up in the morning with the intention to do the best they could. I don’t think anyone wakes up with all the intention to perform mediocre or poor work.
What I Need Done About It
Just telling Someone how something influenced them is cathartic. Now is the opportunity to complete the process. What does the aggrieved party want done . When there is not something which can be done to cure the issue then the problem was poorly outlined in the facts.
If there is no We’re attempting to solve work place issues not cure psychological imbalances.
A Common criticism I heard from my manufacturing team was”you chose my tools.” These are fighting words for many people.
Truth: you chose my duck-billed pliers, used them and then left them where you used them.
How It made me feel: I wanted the pliers to complete my job, I felt as you do not care about my timely conclusion of my assigned responsibilities or caring for my tools.
What I need: If you need my tools then I Need you to inquire if you can use them, then put them back into my toolbox when you’re finished with them.
Obviously this was a simplified Variant of a dare, but it illustrates sticking to the reality could cut into the problem. Emotions will cloud the true issue about using somebody else’s resources.
Inevitability of Disputes
Work Place disputes are unavoidable. It is the way we react to them that Describe the way the dispute will impact our business. Using disputes to Identify and resolve inefficiencies is a powerful tool for constant improvement. Your team will comprehend the impact of their actions and Will want to improve generating greater efficiencies and improving quality of deliverables. Your customers will love the improvements in Deliverables and your accountant will probably be impressed by an increased net margin.