1. Top 10 Manager Challenges Part 1 -- Conflict

2. Top 10 things that make managers crazy
Firing people
Disciplining people
Showdown with the boss
Being caught in the middle
Peer conflicts
Constant Change
Baby-sitting
Overload
Red Tape – Needless Administration
Personal fulfillment

3. Agenda The first 5 – All forms of conflict What are they and why
What to do about them
3 things to remember

4. Firing People Only the perverse enjoy this part of the job
Have a solid paper trail. If you don’t have one – postpone the firing until you do*
Get good advice – HR or legal
Make the meeting short and to the point
Never fire someone in anger or on the spot
Do not put this off because it’s uncomfortable

5. Employee Discipline Have a process Document every meeting
Formal or informal
Written or verbal
Make consequences clear in advance of disciplinary action
Have all the information at your disposal
Have a witness – preferably someone from HR or legal

6. Showdown with the Boss Insist on dealing with it in private
Never bad-mouth the boss
Consider whether s/he has a point
Don’t make idle threats
Reinforce that s/he is the boss, and you will ultimately do as they ask*
Choose your battles carefully
Move to resolution, not to perpetuate conflict

7. Being Caught in the Middle
Tow the party line – even when you don’t agree
Explain the rationale as best you understand it
Do not blame by pointing up the hierarchy
Where appropriate act as a facilitator for a more favourable outcome
Be very clear with your people as to what is negotiable and what is not

8. Peer Conflicts
Determine how important a peer relationship is to you, your department and your ability to be successful
Figure out what they need/want from you
Help them understand what you need/want from them, and why it is important
Escalate the problem only as a last resort

9. 3 Things to Remember
The ability to manage conflict at all levels is a core management skill
You need to do your homework, and have your documentation prior to any action potentially involving conflict
You cannot put this off. It is not pleasant, but you have to do it.