If the workplace is where we spend most of our time, then which people do we spend most of our time with? You guessed it—our colleagues!
And if you work in a hospitality environment, navigating workplace conflict with colleagues can be extra challenging. What do you do when it seems like you’re always butting heads with your manager? Or when a coworker disagreement disrupts upholding customer service? You might be wondering, Can’t people just be professional and do their jobs?
Workplace conflict can make your job more difficult than it should be. Thankfully, it doesn’t have to be this way.
If and when conflicts do surface at work, there are ways to mitigate them. Here are some expert tips on how to keep yourself grounded, stay professional, and maintain a “customer-first” mindset.
Address issues early. It can be tempting to “keep the peace” by ignoring problems as they appear. Perhaps you fear that confronting them will only make matters worse. But this rarely works; you don’t want to leave problems to balloon over time, only for them to burst at an inappropriate moment. Losing your cool at a frustrating coworker, say, before a line full of gawking customers does you no favors.
Instead, speak up. Address the person involved. Be polite but direct. Allow them a chance to respond.
Focus on the issue, not the person. When you do voice your concerns, avoid making “you” statements (such as, “You always leave the dirty work to me,” or, “You’re so lazy!”). This puts the other person on the back foot and will likely illicit a defensive response.
Rather, emphasize the issue at hand. For instance, if your coworker has a habit of taking long breaks, point out how this affects you. You might say something like this: “When I’m left as the only cashier at the register, I feel overwhelmed having to deal with multiple grouchy customers waiting in a long line.”
Discuss the matter with your manager, HR, or a trusted individual. If you’ve addressed it directly and nothing has changed, seek help. Speak to a higher up, whether that’s your manager, or your human resources representative (if you have one). Describe the issue as objectively as you can. Share what solutions you’ve already tried. Avoid complaining; instead, frame it as a request for help exploring other options.
Distance (or remove) yourself from the problem. If the conflict becomes a distraction from your work, is not being effectively handled, or negatively impacts your personal life, it might be time to remove yourself. This could be as minor as “grey rocking” the matter (giving less energy and engagement to energy-draining people or situations). Or, this could be as major as starting to look for a new role. Sometimes, despite our best efforts, we cannot influence a negative work environment, and the best move is to walk away from it (emotionally, or literally).
Because maintaining customer service and professionalism are core values within hospitality, conflict in the workplace can be especially disruptive. With these expert-approved tips, you can equip yourself to better manage conflict issues as they arise.
