Early intervention is the best in all cases, by keeping the following points in mind; most situations will be resolved amicably:
- Be professional
- Remain calm
- Address the problem – not the emotions
- Focus on the person
- Be fair
- Be confident and open
- Be firm
Remember that 90% of conflict occurs not because of what was said, but the tone in which it was said!
Click here to view full HBA Conflict Management Policy.