Supervisor Foundations · Lesson 6.10
KNOW WHEN CONFLICT NEEDS ESCALATION
Some conflict can be handled through everyday supervision.
Other situations may require escalation.
Examples include:
- threats
- violence
- serious harassment
- discrimination concerns
- retaliation
- suspected fraud
- serious bullying
- safety risk
- repeated conflict despite intervention
- conflict involving senior leaders
- matters beyond the supervisor’s authority
A supervisor should not attempt to personally solve every serious matter.
Poor
“They threatened each other, but I told them to shake hands and forget it.”
Better
“This has moved beyond an ordinary disagreement. I’m going to follow the appropriate safety and escalation process.”
WORKPLACE EXAMPLES
EXAMPLE 1
Two employees disagree about shift allocation.
The supervisor may be able to resolve it.
EXAMPLE 2
One employee threatens to physically harm another.
BETTER RESPONSE
EXAMPLE 3
An employee reports serious repeated sexual comments from a supervisor.
That should not be handled as ordinary personality conflict.
EXAMPLE 4
Two employees continue a dispute after several attempts at clarification and their conflict is affecting customers.
BETTER RESPONSE
Remember
Not every conflict is equal.
Good judgment includes knowing when a problem has become too serious for ordinary informal resolution.
Workplace action
Know the escalation route for serious workplace conflict before you need it.
Quick Check
Which situation most clearly requires escalation?