21. Conflicts between employer's and employee's

Discuss the matter with the person concerned to see if the problem can be resolved informally between you. Make sure you:

  • respect the need for confidentiality;
  • try to understand and to listen to what the other person is saying;
  • state your point of view and what you want to see happen;
  • be specific and factual and own your own opinions and experience. Invite co-operative solution findings;
  • focus on ways to solve the problem to everyone's satisfaction. Concentrate on the issues and the problem itself rather than on personalities;
  • consider taking a support person with you;
  • finish the conversation with a word of praise;
  • remember this meeting is to firstly exchange information about concerns or complaints and at the same time concentrate on solving the concern or complaint. Work on the problem not personalities; and
  • all persons must respect the need for confidentiality.

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