A Framework For Navigating Employee Relations

, by Stephanie Messier | Dealing with Difficult Employees

In a previous blog, we highlighted the importance of developing strong employee relations management for a healthy and productive work environment through best management practices. One practical approach for managers to resolve employee issues is to establish an Employee Relations Framework, along with equipping managers with skills to address conflicts in the workplace.

A strong framework should include key components of a resolution process.

1. Identify the Issue
2. Observation: Pay attention to signs of conflict or dissatisfaction among employees.
3. Reporting: Encourage employees to report issues through formal channels, such as an HR representative or a designated manager.
4. Gather Information
   • Interviews: Conduct confidential interviews with the involved parties to understand their perspectives.
   • Documentation: Collect all relevant data, documents, emails and any other evidence related to the issue.
5. Analyze the Situation
   • Root Cause Analysis: Identify the underlying causes of the issue, not just the symptoms.
   • Policy Review: Check if any company policies or procedures have been violated.
6. Develop a Resolution Plan
   • Options: Consider multiple resolution options, such as mediation, training, or policy changes and ask involved parties for their input.
   • Consultation: Consult with HR, legal advisors, or other relevant parties to ensure the plan is fair and compliant with company policies or labour laws.
7. Implement the Plan
   • Communication: Clearly communicate the resolution plan to all involved parties.
   • Action: Take the necessary actions to resolve the issue, such as holding mediation sessions or implementing new policies.
8. Monitor and Follow-Up
   • Check-Ins: Schedule follow-up meetings to ensure the issue has been resolved and to address any lingering concerns.
   • Feedback: Gather feedback from the involved parties to assess the effectiveness of the resolution.
9. Document the Process
   • Records: Keep detailed documentation of the entire process, including interviews, decisions, and actions taken.
   • Confidentiality: Ensure that all documentation is kept confidential and secure.
10. Review and Improve
    • Lessons Learned: Analyze the case to identify any lessons learned and areas for improvement.
    • Policy Updates: Update company policies and procedures as needed to prevent similar issues in the future.

Essential Skills for Managing Employee Relations

To effectively manage employee relations, several key skills are essential:

- Effective Communication: Fosters understanding and trust.

- Conflict Resolution: Addresses disputes and maintains harmony.

- Empathy: Creates a supportive atmosphere through genuine concerns for employee well-being.

- Problem-Solving: Handles various issues that may arise productively.

- Active Listening: Encourages open dialogue and sharing of concerns through skillful inquiries, and checks for understanding.

By developing these skills, managers can effectively handle employee relations challenges, supported by a strong framework for building productive resolutions.