Workplace conflict

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If You Do These 10 Things, You’re Probably A TERRIBLE Co-Worker



One of the best things about work is that you get to collaborate with your co-workers. However, in offices all over the world, there are co-workers people would rather NOT work with every day.

Co-workers can get labeled as terrible for multiple reasons. And that label can do some serious damage at work.

Here are a few habits a colleague can have that would earn them that bad reputation. Are you guilty of any of them?

Gossiping About Your Co-Workers


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It's important to build a team that has respect for one another in the workplace. One of the biggest things that kills respect among colleagues is gossiping.

If you talk about your co-workers behind their backs, there's no way they're going to trust you or respect anything you have to say. Plus, they won't want to work with you if you're talking badly about them. That could have a major impact on your work, especially if you have a project you need help on.

Gossiping could give you a brief moment of satisfaction, but it can really do some serious damage to your work relationships.

Having A Bad Attitude At Work


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We've all had bad days at work. We're human, it's bound to happen.

However, having a consistent negative attitude at work will have a tremendous impact on your relationship with your co-workers.

Multiple studies show that negative attitudes can spread quickly, especially in the workplace. That means people will want to stay away from those who generate negative energy. Also, having a negative attitude at work kills workplace productivity and puts a major dent in workplace culture.

With that being said, take a minute to reflect on your attitude at work. Could it use some adjusting?

Distracting Your Co-Workers While On The Job 


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Let's be real—everyone needs a little break at work. It's good to take some time to get away from your desk, whether it's a five-minute walk around the office or a quick trip to the vending machine. However, constantly being distracted at work can lead to major problems that impact productivity.

A source of these distractions can come from co-workers.

Think about it. Is there a co-worker who is always talking, even when you're trying to work? Or is there a co-worker who blasts loud music at their desk throughout the workday?

These distractions may not be intentional, but they can cause other people to lose focus at work.

If you have distracting habits at work, think about how you can curb them. You'll be surprised by what it does for your office's productivity.

Taking Credit For Your Co-Worker's Work


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Working with a team at work has great benefits. You're able to collaborate with people and come up with ideas you may not have thought of on your own. That being said, giving credit to your co-workers for their contributions to the workplace is essential for maintaining good relationships with them.

If you're collaborating with a co-worker on a project and you want to expand on one of their ideas, be sure to give them credit where credit is due.

If you take all the glory and don't mention their contribution, it will reflect poorly on you.

Not Pulling Your Weight In The Office


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When you go to work, it's expected that you show up and actually do work. However, there are some people who do a lot of showing up...but not a lot of work.

When someone doesn't do their job, they force their co-workers to pick up the slack. That combined with the workload they already have could cause some MAJOR frustration in the office.

Make sure you're doing your job when you're at work. It can be so easy to get distracted, but you have to stay on track and do what needs to get done. Doing your share of the work will give you a lot of satisfaction and your co-workers will appreciate your contributions.

Immediately Shooting Down Co-Workers' Ideas


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Your co-workers will have ideas they want to share with the team from time to time. You may not like these ideas and, as a result, you may shut them down before the team even discusses them.

There are multiple reasons why this is a bad habit in the workplace. For starters, it could give the impression that you're not open to hearing new ideas. It could also give the impression that you don't care about your team's opinions.

So, before you shoot down a co-worker's idea, take a moment to really think about it and have a discussion with them about it instead of immediately expressing your distaste for it.

Bringing Personal Issues Into The Workplace 


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It's important to have a good work-life balance. However, bringing too much of your personal life into the workplace can cause some rifts in the office.

You may have co-workers you can talk to about your personal life. But you may also have co-workers who wish to maintain a strictly professional relationship with you.

If you vent about your personal life at work, you risk compromising your relationships with your co-workers.

As a worker, you are a business-of-one, which means you want to market yourself the best you can. Bringing a lot of your personal baggage into the workplace is not a good thing, and will make it harder to market yourself as an employee and co-worker.

Stinking Up The Whole Office With Your Lunch


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You know exactly what I'm talking about here.

There are certain rules of office etiquette that go unspoken. One of those rules is not to stink up the entire office with your food. Unfortunately, not everyone follows this rule.

There are some people who have no problem heating up their leftover fish at lunchtime. It may be in the microwave for only two minutes, but its impact lasts much longer.

Stinking up the office with your lunch is distracting.

Seriously, it's an issue if the only thing your co-workers can focus on is how your lunch smells.

Being Passive Aggressive In The Office


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A workplace culture should be built around mutual respect and trust among co-workers.

Once in a while, you may disagree with your colleagues, and that's okay. Disagreements happen, but how you handle it says more about you than the disagreement itself.

If you're passive aggressive toward your co-workers, it will cause some tension in the office.

Being passive aggressive means you aren't being direct with your co-workers about your issues with them. If you aren't direct with them, then how are you going to work past the issue you're having?

Passive aggressiveness will take its toll on the workplace if it isn't nipped in the bud. The best way to curb this is to be direct with your colleagues and have a professional discussion about the issue at hand.

Constantly Showing Up Late To Work


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Everyone is late to work once in a while. However, it's an issue if you're constantly late to work.

Showing up on time is a sign of respect in the office. It shows that you care about your work and getting in on time to get your work done.

If you're always showing up late, it shows that you don't respect the work you do. Also, running late can impact your co-workers. If they need your input on a project, but you're running late, it makes them crunched for time. That can lead to a stressful work environment.

Showing up to work on time reflects on you as a worker. So, show up on time and be ready to put your best foot forward.

Not every co-worker will be your friend, but it's always important to respect others in the workplace. If you're guilty of any of the habits mentioned above, try your best to be a better colleague today. Your co-workers (and career) will thank you.

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This article was originally published at an earlier date.

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Executive Spotlight: How To Effectively Resolve Conflict At Work



Conflict is an inevitable part of any workplace. Whether it stems from differences in personalities, varying work styles, or competing interests, the ability to effectively resolve conflicts is a critical skill for maintaining a harmonious and productive work environment. What can managers and team members do to effectively resolve workplace conflicts and foster a culture of open communication and cooperation?

We recently asked our leading executives for their best tips on how to resolve conflict at work.

Here are their responses...

Melodie Turk, Learning Experience Executive


Here are a few of my tips for successful resolution:

  • Don’t wait to deal with conflict. Waiting creates the opportunity for passive-aggressive behavior (on both sides). It also creates the opportunity for the conflict to increase in its negative impact.
  • Reflect. Getting clarity with yourself on what you understand the conflict to be, the questions you may have for the other party, and the solutions that may help resolve the conflict will help ground the emotional side and prepare you for a resolution conversation.
  • Deal directly. Talk with the person or persons you are having conflict with. Talking with a colleague or supervisor may seem easier but can produce faulty interpretation and miscommunication. It also is an easy path to gossipy behavior.
  • Be accountable. Once you hopefully resolve the conflict with another party, give yourself reminders, acknowledge new behavior publicly, record yourself—do whatever it is that you need to do to show the other party that you are taking the resolution seriously.
Melodie Turk is a learning experience executive with a unique background in the learning and development arena as well as change management. She is passionate about bringing change to the workplace—change that is meaningful and change that will last.

John Schembari, Senior Education Academic And Operations Executive


Woman tries to resolve a conflict at work

In line with what Melodie is saying, communication is key in resolving conflict. Communication can come in many forms.

Did we first align our individual goals with an organization's through the development of a strategic vision? Do we need to reground ourselves around/remind ourselves of our common goals?

Do we have established norms of communication? Have we as a team considered how we will address conflict before it even happens?

Having formal organizational processes for discussing conflict can also be helpful in ensuring that we focus our disagreements on policy implementation rather than on people themselves.

John Schembari is a current K-12 teacher/school leader academic improvement coach and former school building and district administrator. He loves to draw, travel, swing dance, and read nonfiction.

Ana Smith, Leadership Development & Learning Strategist


Woman talks to a coworker to resolve a conflict

Resolving conflicts at work is crucial for maintaining a healthy and productive work environment. Here's a systematic approach to managing and resolving conflicts:

1. Acknowledge the Conflict:

Recognizing there's an issue is the first step. Ignoring or avoiding conflicts can exacerbate the situation.

2. Open Communication:

  • Initiate dialogue: Set up a meeting with the parties involved to discuss the issue.
  • Active listening: Ensure that each party feels heard. Listen without interrupting and ask open-ended questions to understand the core of the issue.

3. Identify the Root Cause:

Often the visible conflict is a symptom of a deeper issue. It could be related to:

  • Unmet needs
  • Differences in values or perceptions
  • Miscommunication or misunderstandings
  • External work pressures or stress

4. Stay Neutral and Objective:

If you're mediating the conflict, it's essential to remain neutral. Do not take sides, and avoid making judgments based on personalities or past incidents.

5. Focus on Interests, Not Positions:

  • Positions are what a person says they want.
  • Interests are the underlying needs, desires, and fears.
  • Focusing on interests can lead to more collaborative and creative solutions.

6. Generate Solutions:

Encourage the involved parties to suggest ways to solve the conflict. Brainstorming can often lead to a mutually acceptable solution.

7. Negotiate a Compromise:

It's rare that one side will get everything they want. Aim for a solution that addresses the most crucial concerns of all parties.

8. Document Agreements:

Once a resolution is reached, document the agreement. This serves as a reference and ensures accountability.

9. Follow Up:

Set a date to review how things are going after the resolution. It ensures the agreed-upon changes are being implemented and provides an opportunity to address new concerns.

10. Seek External Help:

If internal efforts fail, consider mediation or conflict resolution specialists. Sometimes, an external perspective can provide new insights or methods of resolution.

11. Establish Clear Boundaries and Expectations:

Ensure that job roles, responsibilities, and expectations are clear to prevent future conflicts.

12. Provide Training:

Offer conflict resolution training for employees and managers. This equips them with tools and techniques to manage and prevent conflicts proactively.

13. Promote a Positive Culture:

Foster a work environment based on respect, open communication, and collaboration. Regular team-building exercises can enhance team cohesion and reduce conflicts.

14. Personal Reflection:

If you're directly involved in the conflict, reflect on your own actions and behaviors. Self-awareness can help in recognizing and addressing personal triggers or biases.

15. Know When to Escalate:

Some conflicts may require intervention from higher-ups or HR. Recognize when an issue is beyond your capacity to resolve and escalate appropriately.

Remember, conflicts are a natural part of any workplace. The key lies in addressing them constructively and ensuring they lead to growth and understanding, rather than persistent issues or negative environments.

Ana Smith helps people & organizations achieve their full talent potential by developing and co-creating people strategies and customized solutions, and turning them into impactful outcomes and collaborative relationships, using coaching as the "red thread."

Michael Willis, Sports Business Operations Executive


Woman yells at a coworker without trying to resolve the conflict

In the dynamic workplace environment, conflicts can arise from time to time. However, leaders must approach this topic with an optimistic and open mindset. There’s no one-size-fits-all here. Each conflict resolution must be met on a case-by-case basis. The first step in any solution is to identify the conflict.

1. Listen Actively:

  • Encourage open communication within your organization.
  • Create an environment where employees feel comfortable raising concerns.
  • Pay attention to what employees say and actively listen to their perspectives.

2. Review Complaints and Feedback:

  • Regularly review feedback channels such as suggestion boxes, surveys, or anonymous reporting systems.
  • Look for recurring themes or patterns in the complaints and feedback.

3. Meet with Key Stakeholders:

  • Schedule one-on-one meetings or group discussions with employees involved in or affected by the conflict.
  • Ask open-ended questions to understand their viewpoints, concerns, and emotions related to the conflict.

4. Communication Conflicts:

Conflicts can arise when team members misinterpret messages or fail to communicate effectively. Optimistically, these conflicts can encourage improved communication skills, better understanding among colleagues, and the development of more robust relationships.

5. Task Conflicts:

Disagreements about how tasks should be completed or allocating responsibilities can occur. Such conflicts can lead to creative problem-solving, innovative task approaches, and a stronger sense of teamwork as individuals work together to find solutions.

6. Personality Conflicts:

Differences in personalities, working styles, or values can lead to tensions. When handled constructively, these conflicts can foster diversity of thought and perspective, resulting in more well-rounded decision-making and innovative problem-solving.

7. Resource Conflicts:

Disputes over resource allocation, such as budget or equipment, can arise. These conflicts can prompt organizations to reassess their resource management strategies, potentially leading to more efficient and equitable allocation of resources.

8. Leadership Conflicts:

Conflicts related to leadership decisions or management styles can allow leaders to engage in open dialogue with their teams. This can lead to improved leadership practices and a more engaged and motivated workforce.

By following these steps, you'll understand the conflict's nature, causes, and context comprehensively. This information will be a solid foundation for developing strategies to resolve conflict effectively and create a more harmonious workplace environment. Remember that open and empathetic communication is critical to resolving disputes successfully.

Michael Willis has 18+ years of experience working with accounting & sports organizations and has managed P&Ls of $10M - $125M+ with budgets of $3M-$50M+. He worked for the NFL for 22 1/2 years, mainly with the game officials working on the financial/accounting side of the business.

Lynn Holland, GTM & Rev Gen Consultant


Man listens to his coworker during a meeting and tries to resolve a conflict

Conflict in the workplace is the worst! Despite wearing a team player’s jersey, we can find ourselves experiencing sleepless nights, dreading Monday mornings, and feeling exhausted by stress, anxiety, and emotional turmoil due to an office disagreement that we didn’t go looking for.

Rather than letting it linger, drawing in co-workers to take sides, or blowing it up with management, I’ve found four steps to be helpful to proactively pursue and achieve a resolution:

  1. Acknowledge that you are in a disagreement or conflict in your workplace.
  2. Pursue a conversation with the person who disagrees, stepping back from your position and asking for them to share their viewpoint on the process or project in question while genuinely listening with an open mind to where they are coming from.
  3. Recognize that you want what’s best for the organization and assume they do as well.
  4. Ask yourself how you can put their ideas and your ideas together and present them for execution to get an even better result.

Following these steps can help resolve the disagreement without drama, make the co-worker feel heard, and achieve a better outcome that is in the best interest of the company.

Lynn Holland is a business development, enterprise sales, and marketing executive with 18+ years of experience, the last five years in technology, developing, taking to market, and selling directly and through partnerships, B2B technology solutions, technical products, and services for companies up to $5 billion.

Lisa Perry, Global Marketing Executive


Woman listens to a horrible coworker without trying to resolve the conflict

I recently worked at a start-up where an individual was so upset with a colleague and felt justified to let them know by screaming at them in the hallway, where everyone could hear until they stormed out of the building. This incident taught me several valuable lessons about conflict resolution in the workplace.

Stay Calm: In the midst of conflict, maintaining composure is vital. By staying calm and removing emotion, you can take an objective step back to evaluate the situation effectively and find constructive solutions. Most importantly, it will make the people around you feel safe, secure, and confident in your leadership.

Be a Great Listener: Why is this so important? Eighty-six percent of employees and executives cite workplace failures for ineffective collaboration and communication. Listening is critical for conflict resolution because people want to be heard. Let them talk and allow them to express their frustrations. Understanding their perspective is essential. Here are several questions to help you seek to understand the driving motivations behind the issues, whether you are directly involved in the conflict or not:

  • Can you tell me more about your perspective?
  • What would you like to see happen, and what does success look like for you?
  • What steps are necessary to move forward, and how can we achieve them?
  • Consider your involvement in the conflict and how you can improve the relationships and communications through changes in your actions.

Foster Collaboration: Promote a collaborative problem-solving approach to demonstrate that you have their best interest at heart. Once the underlying issues have been identified, bring everyone together to brainstorm the best path forward. This approach encourages collective ownership, enhancing the likelihood of successful solutions.

By staying calm, actively listening, and fostering collaboration, organizations can transform conflicts into opportunities for growth, creating a harmonious and productive work environment for all. If you found this helpful, I invite you to explore my book How to Develop a Brand Strategy and insightful brand marketing articles.

Lisa Perry helps companies drive revenue by using consumer trends, insights, and data analytics to innovate their approach to marketing.

How do you effectively resolve conflict at work? Join the conversation inside Work It Daily's Executive Program.

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Executive Spotlight: How To Effectively Resolve Conflict …



When you think of a healthy work environment, you might think of a work environment that is inclusive, promotes employee well-being and productivity, and fosters collaboration, creativity, and innovation. Unfortunately, in today's world, a healthy work environment is the exception, not the rule. How can leaders ensure they are creating and maintaining a healthy work environment for their employees?

We recently asked our leading executives for their best tips on how to create a healthy work environment.

Here are their responses...

Ana Smith, Talent Architect & Global Learning Strategist


When you learn that 80% of cultures are toxic, what would your organizational and team culture be?

A healthy workplace is one where employees feel safe, respected, and supported. It is a place where everyone can thrive and do their best work. There are many things that organizations can do to create a healthy workplace, including:

  • Establishing clear expectations and goals. Employees need to know what is expected of them and what they need to do to succeed. This will help them feel more confident and motivated in their work.
  • Providing regular feedback. Feedback is essential for helping employees grow and develop. It should be constructive and focused on helping employees improve their performance.
  • Creating a culture of respect. Employees should feel respected by their colleagues, managers, and customers. This means treating them with dignity and courtesy, even when there are disagreements.
  • Encouraging diversity and inclusion. A diverse and inclusive workplace is a more productive and creative workplace. It is important to create an environment where everyone feels welcome and valued, regardless of their background or beliefs.
  • Promoting a healthy work-life balance. Employees need to have a healthy balance between their work and personal lives. This means providing them with opportunities to take breaks, vacations, and sick leave.
  • Investing in employee health and wellness. Organizations can help their employees stay healthy and well by providing them with access to health insurance, fitness programs, and other resources.

By taking these steps, organizations can create a healthy workplace where employees are happy, productive, and engaged.

Here are some additional tips for creating a healthy workplace:

  • Encourage open communication. Employees should feel comfortable speaking up about their concerns and ideas. This can be done by creating a culture of trust and respect, and by providing employees with multiple channels for communication, such as email, in-person meetings, and anonymous feedback surveys.
  • Resolve conflict quickly and fairly. When conflict arises, it is important to address it promptly and fairly. This can help to prevent the conflict from escalating and causing harm to the workplace.
  • Provide opportunities for professional development. Employees should have opportunities to learn and grow in their careers. This can be done by providing them with access to training and development programs, and by encouraging them to take on new challenges.
  • Celebrate successes. It is important to recognize and celebrate employees' successes. This can help to boost morale and create a positive work environment.

By following these (and other possible) tips, organizations can create a healthy workplace that is beneficial for both employees and the organization as a whole.

Ana Smith helps people & organizations achieve their full talent potential by developing and co-creating people strategies and customized solutions, and turning them into impactful outcomes and collaborative relationships, using coaching as the "red thread."

Michael Willis, Sports Business Operations Executive


Happy woman works in her home office

In creating a healthy work environment, I can’t ignore what the NFL represents and my passion for the shield. Working at the NFL, there are many stadium shots, action on the field photos, stand-out players, and paraphernalia that can quickly fill office space.

My plan for a healthy work begins with the following:

1. The Physical Space

I believe an attractive office design can make employees intrinsically happier. A theme-based workspace can improve employee well-being and promote healthy habits. You are investing in making your office a more enjoyable place to spend time.

Also, an investment in ergonomic chairs, stand-up desktops, and extra monitors can create a more relaxed and functional work environment. You are encouraging an office-friendly supply chain for replenishing office supplies and computer equipment and arranging the office space where departments sit closely when you can maximize collaboration and teamwork.

Lastly, creating an environment where sunlight flows into the office space to lift creativity and awareness—adding theme-based artwork to maximize productivity and boost morale.

2. The Wellness Space

Feedback and communication are the most valuable gifts you can give your employees. Providing a space where employees can voice ideas, opinions, and issues without judgment or criticism. An open engagement platform.

Showing appreciation and recognition for achievements, whether individual or the entire department, makes employees feel valued and appreciated.

An environment of psychological safety is one where employees are comfortable being themselves. Where they know they are free to exist without fearing embarrassment or retaliation.

Prioritize cultural alignment when hiring. As part of the interview process for potential incoming new hires, this might be an excellent opportunity to test the workplace’s cultural fit.

Lastly, empower your team with what they need to thrive. Be inclusive. Be appreciative. And communicate!

Michael Willis has 18+ years of experience working with accounting & sports organizations and has managed P&Ls of $10M - $125M+ with budgets of $3M-$50M+. He worked for the NFL for 22 1/2 years, mainly with the game officials working on the financial/accounting side of the business.

Debra Shannon, IT Executive


Happy employees on a successful team have a healthy work environment

When building a positive workplace culture, make sure you invest in each employee’s personal development. Are there learning opportunities for them to keep current, get a promotion, or move into a managerial role? Or information to improve their analytical abilities or critical thinking? It’s crucial to give employees the tools and information they need to continue learning and growing.

Encourage employees to develop a growth mindset and to be all that they can be. There is a saying by Confucius: “I want you to be everything that’s you, deep at the center of your being.” Do you encourage employees to be the best version of themselves? Have you asked them what is important to them? If it’s important to them, then it should be important to you too. Besides professional-focused development, make sure to include “personal” learning opportunities such as enhancing their quality of life (e.g., health/fitness) or developing a reading habit.

Personal development is lifelong learning. And when personal development includes both professional and personal learnings, employees are more likely to be and stay excited about what’s next and potentially stay with the organization longer.

Debra Shannon is an IT executive who is also a CPA, CIA, and CISA. Her passion is turning chaos into calm. With her unique blend of experience in technology, project management, and auditing, she can break down complex business problems, identify practical solutions, and lead executive teams and business partners to embrace the value of technology changes.

Lisa Perry, Global Marketing Executive


Happy team members meet in a healthy work environment

Fifty-one percent of employees have experienced a toxic work environment, and one in five Americans have left a job in the past five years due to bad company culture. A healthy work environment is not only essential for the well-being and satisfaction of employees but also contributes to higher productivity, lower turnover rates, and overall business success. Here are some practical steps and strategies to create a positive and nurturing work environment that supports your employees' physical, mental, and emotional health.

  1. Cultivate a Positive Company Culture: Start by fostering a positive company culture that promotes open communication, collaboration, and mutual respect among employees. Encourage a supportive and inclusive environment where individuals feel valued, recognized, and empowered to contribute their best work. Establish clear values, promote work-life balance, and create professional growth and development opportunities.
  2. Prioritize Employee Well-Being: Invest in employee well-being initiatives prioritizing physical and mental health. Provide access to wellness programs, such as fitness activities, stress management workshops, and mental health resources. Encourage regular breaks and offer flexible work arrangements to support work-life integration.
  3. Promote Work-Life Balance: Create a work environment that values work-life balance and encourages employees to maintain a healthy equilibrium between their personal and professional lives. Set realistic work expectations, avoid excessive overtime, and encourage employees to take time off as needed. Encourage open communication about workload and provide resources for time management and stress reduction.
  4. Foster Effective Communication: Establish clear communication channels within the organization to ensure transparency, collaboration, and mutual understanding. Encourage open dialogue, active listening, and constructive feedback. Create opportunities for team-building activities, regular meetings, and cross-departmental collaborations to enhance communication and foster positive relationships among employees.
  5. Support Professional Growth & Development: Invest in the growth and development of your employees by providing opportunities for training, skill-building workshops, and career advancement. Encourage continuous learning and provide resources for professional development. Recognize and reward achievements to motivate employees and foster a sense of progress and fulfillment in their careers.
  6. Ensure a Safe & Supportive Physical Environment: Maintain a safe and comfortable physical workspace that promotes employee health. Ensure proper lighting, ventilation, and temperature control. Implement safety protocols and provide equipment and tools to prevent accidents or injuries. Consider creating designated spaces for relaxation, quiet work, and social interactions to cater to different employee needs.
  7. Lead by Example: As leaders, set the tone for a healthy work environment by demonstrating positive behaviors, effective communication, and a healthy work-life balance. Emphasize the importance of well-being, work-life integration, and professional growth through your actions. Encourage managers and supervisors to adopt supportive leadership styles prioritizing employee well-being and fostering a positive work environment.

Creating a healthy work environment is an ongoing commitment that requires attention, investment, and continuous improvement. By prioritizing employee well-being, promoting work-life balance, fostering effective communication, and supporting professional growth, you can cultivate a positive and thriving work environment that enhances employee satisfaction, productivity, and overall organizational success.

Lisa Perry helps companies build leadership brands, driving loyal customers & delivering profitability. She does this through a process that builds brands consumers love. Her goal is to help companies develop, monetize, and grow their brands.

Mark Taylor, Product & Operations Executive


Happy coworkers talk while meeting in a healthy work environment

I think what we are really trying to say here is:

“How do you create a work environment where tasks get done in a manner that moves the business forward (that’s what employees are ultimately there to do), whilst giving the worker opportunities to grow in a positive way?”

Those feel independent of each other “scientifically,” but highly correlated on a day-to-day basis; the linkage being one’s manager.

For example, I’m sure most of us have had the “opportunity” to work for a lousy boss at a great company and a great boss at a lousy company. The latter was probably the more “healthy” experience for both the individual and the business.

From experience, a solid way of linking a company’s and individual’s needs is to remind the employee: 1) how the company adds value to the greater good; and 2) how that directly aligns with the employee’s values and growth needs.

Mark Taylor has 20+ years of risk, technology, and product management experience working in global and regional financial services firms in the UK and the U.S. He's managed teams of 40+, successfully addressed 100+ regulatory issues, and has saved companies $15M+.

What are your best tips for creating a healthy work environment? Join the conversation inside Work It Daily's Executive Program.

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Executive Spotlight: How To Create A Healthy …



The workplace is a dynamic place. Unfortunately, any time multiple human beings get together, there is potential for conflict.

Disagreements in the workplace can be unpleasant. Assuming two people are at odds with one another, that negative vibe can quickly spread through a team or organization. It is almost a guarantee that into each career some disagreement will fall. It would be impossible to always agree on strategy and tactics with colleagues. It would also be counterproductive to always have agreement in the workplace.

Encouraging and promoting different ideas and perspectives is key to coming up with solutions and teams performing at high levels. The task becomes determining if a disagreement is healthy. If it is unhealthy, it can be difficult to diagnose and solve the problem. No matter how much people say, “Let it go, it's just work," that is easier said than done. When people put so much into their careers and jobs, it's worth it to try to understand disagreement—and learn how to manage disagreements in the workplace.

Navigating these quarrels can go a long way toward saving or strengthening relationships, and improving one's professional reputation.

Try The Mirror Before The Window


Man on laptop deals with workplace conflict at his job

For starters, when there is a disagreement in the workplace, look in the mirror before peering out the window. In other words, reflect on your actions and perspective before looking at anyone else.

In fact, this advice is handy in a lot of situations. Something to keep in mind is that, in most disagreements, each side genuinely believes they are doing the right thing. Each person's stance can be completely foreign to the other, but if the conflict is approached with an attempt at understanding and mutual respect, a positive resolution is more likely.

Talk To A Mentor


Woman helps a colleague resolve a conflict at work

Having someone to talk to about the matter can be helpful. Someone who is removed from the situation, can be trusted, and is discreet. If this person can bring a unique perspective, all the better. He or she can listen, ask challenging and thought-provoking questions, or maybe he or she has been there before and can offer some thoughtful advice.

However, choose a confidant carefully. The other side of this advice is to avoid airing grievances in the workplace. Always attempt to take the high road. Talking too much to too many people can not only be counterproductive and damage relationships, but it can be harmful to one's reputation.

The point of talking to someone about the situation is to help you assess your perspective.

Take A Positive Approach


Coworkers resolve a workplace disagreement during a work meeting

After reflecting on a disagreement, as uncomfortable as it may be, it is almost always most productive to sit down with the other party.

Rather than approach the meeting as adversarial, go into it seeking to understand, make progress, and find a resolution. Ask each other questions. Try to help each other see the other's perspective. If there is a commitment to compromise and flexibility upfront, good things often happen.

Engage A Facilitator


HR listens to a workplace conflict

Good intentions alone may not help. In the event addressing the disagreement head-on is not successful, or the other party is not receptive, it may be helpful to engage a third-party facilitator. The facilitator may need to serve as a mediator, or the person may be helpful in creating a more constructive meeting environment. Either way, there is often value in having someone objective and removed from the situation to provide another set of eyes and ears. In order to be most effective, the facilitator should be someone both parties agree on and want to participate.

Many organizations have HR or organizational development consultants in-house that can serve this purpose. Smaller employers may not have that luxury, but there may still be an HR professional or other trusted resource equipped to help the situation. The point is, this person will need to be credible, respected, and willing to provide candid feedback.

Disagreements at work are going to happen. In many instances, disagreements are productive and good signs of diverse thought. They do not need to be the end of the world, but the ones that matter cannot be allowed to fester. Working in an environment where there is hesitancy to disagree or offer an alternative can squash creativity and add unnecessary stress.

When disagreements crop up, it's important to stay professional, reflect on each side's perspective, and try to find the best solution possible for the good of everyone involved. It can be tricky at first, but once you know how to resolve disagreements in the workplace, dealing with co-workers becomes much easier. No two situations are going to be alike, but by taking a measured, collaborative approach, even the toughest hurdles can be overcome.

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Executive Spotlight: How To Handle Working With Difficult Customers



You don't have to work in customer service to work with difficult customers. In the business world, a customer is anyone (an individual or business) that purchases your goods or services. Some might be your "clients," but no matter what you call them, they have the potential to give you headaches on the job. Fortunately, there are many strategies and philosophies you can use to handle those difficult customers.

We recently asked our leading executives how they handle working with difficult customers.

Here are their responses...

John Schembari, Senior Education Executive


Customers come in all shapes and sizes and what may be a difficult relationship for one executive might be in the charm zone for another. However, as a consultant, I sometimes struggle with clients who come to me because they have a problem that they could not solve but then do not give me the autonomy to solve it if this means that new strategies/systems proposed run counter to how the client had tried to solve their pain point in the past (and was unsuccessful).

This is an issue of control that often comes down to fear. So, to ease my client's fears, I will communicate much more often and during each step of the process/service being provided—i.e., the creation of the initial work plan, ongoing impact/milestone reports, and a checklist of next steps/desired impact based on interim milestones/results of our work together. Some folks just like to have the road map out while they are driving down the road.

John Schembari is a current K-12 teacher/school leader academic improvement coach and former school building and district administrator. He loves to draw, travel, swing dance, and read nonfiction.

Lynn Holland, VP Sales & Business Development


Woman talks to a customer/client during a meeting

In our pressurized world, frustration and raw emotion can lurk beneath the surface. When triggered by unmet expectations, these are eight tips I've used to disarm and preserve goodwill throughout the buyer journey:

1. Seek to understand by interpreting their words and body language then reflecting back the thoughts and feelings heard.

2. Remember the affect heuristic mental shortcut that influences decisions and judgments based on views or past experience vs. the actual situation.

3. Begin with an “I don’t know” mindset vs. prejudging them or their situation.

4. Focus on listening, understanding, and discerning the next steps vs. forcing an insta-solution.

5. Break a big problem into bits to solve one at a time.

6. Expect anger, don’t personalize it, and realize they're merely feeling misunderstood or undervalued and attempting to gain control.

7. Give them calm as an emotional signal to mirror.

8. Leverage available resources like a strategic pause to de-escalate, a screenshot to better explain, or a colleague’s confirmation about the solution.

Lynn Holland is a business development executive with 18+ years of experience taking operational, IoT & retail technologies, products, & consumer engagement to market with a focus in petroleum & convenience retail.

Mark Taylor, Product & Operations Executive


Serious man talks to a customer/client during a meeting

​I am currently being a difficult customer with a professional services company.

I’m a “reasonable person.” They have driven me to being difficult by losing my trust. I now question whether they are addressing my needs and doing their work correctly.

Firstly, they are unable to proactively and clearly communicate that the work is being done in a timely, accurate, and complete manner.

Secondly, I’ve had to chase them up over 1) not hearing from them as deadlines approach, 2) finding simple errors in their submissions, and 3) not having a crystal clear sense that they have considered “everything.”

So, to answer the original question:

Win and keep the customer’s trust by doing the work. Make sure it is timely, accurate, and complete.

Most importantly, PROACTIVELY communicate this timeliness, accuracy, and completeness in a crystal-clear manner. Rinse and repeat on a regular basis and in a consistent format.

Mark Taylor has 20+ years of risk, technology, and product management experience working in global and regional financial services firms in the UK and the U.S. He's managed teams of 40+, successfully addressed 100+ regulatory issues, and has saved companies $15M+.

Kathryn Marshburn, Music Program Manager


Random act of kindness concept

​One of the amazing benefits of working for a marquee music artist is you get to travel on tour and see shows (like at Wembley Stadium - Summertime Ball) from a different perspective. I’ll never forget watching Flo Rida perform for HP and their top sales achievers meeting at a small awards dinner in Anaheim, California at the House of Blues. Flo Rida is known amongst booking agents as a professional, warm act that performs at a very high level for small and large branded events for C-Suite executives. Pure acts of kindness are always a part of his show, including jumping into the crowd. People touch him and hug him. (He holds toddlers too.) Most artists never engage like this; they pick up their check, perform, and fly out.

Flo Rida takes the time to learn the CEO's name of the company or brand, prepares and repeats the product name in his mouth several times before he goes on stage, and includes the C-Suite spouses on stage to dance with him for his hit "Low." If there are kids in the room he always brings them on stage and takes off his $20,000 diamond solitaire necklace and puts it on the child to make them feel special. (One show at a state fair someone accidentally walked off with it.)

I think I’ve watched the show 50 times and I am almost in tears every single time because it’s so good he’s such a great entertainer.

His mindset for customer service could and should be very arrogant based on his huge catalog of number one hits and gold records that he’s developed over his 30 years in the business, but he’s not. He doesn’t operate that way. His mindset is always humble, and to not only meet but exceed his customers' expectations, and to do that he makes his show very personal. His mindset is to make sure that he connects with the audience and with the VIPs in the room and recognizes the brand in his performance, by name, in his shoutouts. He extends random acts of kindness in this way, giving his fans, new corporate friends, and others a really close visibility into who he is, almost as though he provides a show that no one expected. He thinks through who would be in the audience, what would make an impression, and how could he make sure to re-book.

To me dealing with difficult customers starts with the mindset of including daily random acts of kindness and personalization in your daily routine as part of great customer service. Providing a personalized style of connecting with difficult customers in a different way and recognizing their personal interests. For example, for the customer that is upset over late shipping could a personal call or handwritten note with an extra product change the dynamic? Could a quick search on social media provide that the customer is located in Florida and loves football and, in addition to an apology and correction of the mistake, you try connecting with them by sending a custom Bucs flag from eBay? These random acts of kindness can offer a surprising result and create a snowball effect into other positive results beyond great customer service. Those word-of-mouth stories about receiving something personal are the key to managing difficult customers.

Kathryn Marshburn has spent 12+ years in the music and gaming industries guiding teams on identifying targeted goals with an agile approach resulting in driving revenue and reducing risk.

Ana Smith, Talent Architect & Global Learning Strategist


Woman talks to her boss about difficult customers/clients

Having difficult customers is really harsh, right?

It's not all doom and gloom, though. Taking prompt steps to turn difficult customers into ideal ones does not involve changing their personalities or getting them to see things only from your point of view.

It just takes a little bit of empathy and knowing how to approach the situation. Here's what has helped me in the past:

1. Find the common ground

The first step is to determine what you and your difficult customer have in common. What are their goals? What do they want out of this situation? Once you've identified that, it will be easier for both of you to come up with solutions that will satisfy everyone involved.

2. Communicate effectively

Next up, make sure that everyone knows exactly where they stand. If there are any miscommunication issues or unclear expectations, it's important to address these problems ASAP and make sure everyone understands the situation before moving forward with any plan or solution development process (or else we risk falling back into those same old patterns!).

3. Be flexible but firm

Once everything has been clearly communicated and agreed upon by all parties involved (and make sure that if/as needed things are in black and white).

The bottom line, I think it all comes down to communication. Let's not forget that in addition, in this day and age, we have:

  • Global clients who also come from different cultures, backgrounds, and languages
  • Clients from four different generations at the same time

If we can communicate effectively and openly with our customers, we can figure out what their needs are and how we can meet them. If there is any misalignment or misunderstanding between us and our customers, this is where it will occur. If there's no clear understanding of what they need from us and why they're buying from us (or not), then we'll have trouble getting through to them. We need to be able to answer questions like:

  • What are their goals?
  • What problems are they trying to solve?
  • How do they currently solve those problems?
  • Why aren't they happy with their current solution?
  • How would they prefer solving these problems moving forward?

Ana Smith helps people & organizations achieve their full talent potential by developing and co-creating people strategies and customized solutions, and turning them into impactful outcomes and collaborative relationships, using coaching as the "red thread."

Percy Leon, Digital Media Content Executive


Man talks to difficult customers/clients on the phone

As a content creator and also doing sales and marketing, it's important to know how to handle difficult customers.

I do want my customers to be happy and satisfied with the product or service that I provide. But, when that doesn't happen, I need to know what steps to take next.

Here are some tips for dealing with those tough customer conversations:

1. Stay Calm: During a difficult conversation, it's important to keep my cool and not get too emotional. If I can remain calm during the exchange and remain professional, then I’m more likely to find a resolution that is agreeable to both parties.

2. Listen Carefully: Difficult customers are often the ones who are the most vocal. Instead of trying to talk over them, I take a step back and really listen to what they are saying. This gives me an opportunity to understand their point of view and come up with a solution that works for both parties.

3. Be Proactive: If I can anticipate the customer's needs, then it's easier to provide resolution or possible solutions. I try to communicate as much as possible and offer solutions before my customers have a chance to bring this up, as this shows that I’m on top of the situation and willing to work together to find a suitable solution.

4. Be Understanding: No one wants their problem to go unresolved and customers are no different. If there is a problem with the way the content is shot or lit, or something else, I show understanding and empathizing with their situation will help them feel like they're not alone in their struggle.

5. Follow Up: After the conversation is over, I feel it's important to follow up with the customer and make sure that their issue was resolved correctly. This will help build trust and show them that you value their business this also adds repeat customers.

By following these tips, I can ensure that my customers are happy and that their issues are taken care of in a timely manner. Handling difficult customers can be tough. It does take practice and a lot of empathy, but with the right approach, I can ensure every party is happy.

Percy Leon is a digital media content producer specializing in educational technology and entertainment. He is interested in web3, metaverse, and the use of virtual reality for storytelling.

Lisa Perry, Global Marketing Executive


Woman talks to a difficult customer/client on a video call

We can all relate to dealing with a difficult customer at some point. As a brand marketer, I don’t interact with the typical customer. My direct customer interaction tends to be with internal customers, influencers, and strategic partners. Some of my most difficult customer interactions have been dealing with an internal customer who doesn’t respect my team or me, which results in the challenge of getting anything done. Here are several tips on effectively handling working with a difficult internal customer:

  1. Remain Calm: It’s important to remain calm, professional, and composed, even if the customer is aggressive and disrespectful. Maintain a positive attitude. Try not to take it personally (this is really hard to do).
  2. Active Listening: Try to understand their concerns, ask open-ended questions, repeat back to them what you heard to ensure alignment, and find a solution that works for both parties.
  3. Empathize: Show empathy for their situation. This can help to de-escalate the situation and build rapport with the customer.
  4. Offer Solutions: Work with the customer to find a solution that meets their needs and expectations. Offer several options and be flexible in finding a solution that works for both parties.
  5. Escalate When Necessary: If the situation is escalating and you feel threatened or unable to handle the situation, it’s important to escalate the issue to a manager or someone with more authority to handle the situation.
  6. Documentation: Document the situation and solutions offered, and ensure they are satisfied with the outcome. This will help avoid similar situations in the future, help maintain a positive relationship, and build trust.

Remember that dealing with difficult customers is difficult, but it's important to remain professional and not take their behavior personally. By remaining calm and working with the customer to find a solution, you can turn a difficult situation into a positive experience.

Lisa Perry helps companies build leadership brands, driving loyal customers & delivering profitability. She does this through a process that builds brands consumers love. Her goal is to help companies develop, monetize, and grow their brands.

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Executive Spotlight: How To Handle Working With …

Corrective Coaching: What It Is & How To Do It



Thirty-plus years ago, I was an officer cadet in the Royal Navy. On one occasion, we were lined up on the parade ground and took turns in telling each other off under the supervision of a Royal Marine Drill Instructor.

Confrontation is part of leadership. Most of us are brought up at home to be “nice” and “polite.” We have a problem, as leaders, confronting our staff over poor performance. Nobody wants to be the “bad guy,” so s/he does not know how to handle these discussions. Either s/he gets aggressive, then abuse is exchanged, or s/he avoids confronting the person and the poor performance continues.

Military-style reprimands are not appropriate in civilian life, so what can a civilian leader do?

"Corrective Coaching"


Leader talks to her colleagues during a work meeting

One method is an extension of my “four questions” approach to problem-solving. See “further reading” below for the original article.

The “4 questions” – a recap:

This is my personal twist on the GROW method. GROW is an acronym. This is how the four questions fit into the acronym.

  • “What are you trying to do?” = Goal – This helps your colleague to define what she is trying to achieve. You will probably ask more questions to define the goal in more detail.
  • “What’s stopping you?” = Reality – This builds a bridge between the current reality and achieving the goal. If you want to build a real bridge, you have to know how wide the river is. To solve a problem, you have to understand its size.
  • “What are your options?” = Outcomes – This encourages your colleague to produce as many ideas as possible. Follow-up questions help to assess which are practical.
  • “What is your plan?” = Will – This leads your colleague to make decisions and formulate a concrete plan. These conversations must end with a plan, even if the plan is to do more research.

“PRO-GROW”


Man writes something down while working

How do we adapt the GROW method for "Corrective Coaching"?

We add three stages to the front end. The “PRO” elements set the conversation up.

P = Present: Present your colleague’s poor performance as factually and as unemotionally as possible. Describe actions taken or not taken with dates, times, and other measurable data.

Keep your presentation as unemotional as possible. Your colleague may be feeling defensive. If s/he interprets any language or behavior as emotional or judgmental, s/he will attack.

R = Response: Give your colleague the chance to respond to the issue presented.

Ask your colleague to respond. I would not recommend asking: “What have you got to say for yourself?” This is aggressive, arrogant, and cliched. Try asking: “Would you like to comment?” or “What are your thoughts?” Make your invitation to respond as neutral and non-confrontational as possible.

Now say nothing! Their silence will feel uncomfortable. It will be a lot less comfortable for your colleague. Let the silence do its work. Listen very carefully to what your colleague says and the way s/he says it.

If s/he admits that it is his/her fault, skip the “O” stage shown below. If s/he gets defensive or blames other factors or people, proceed to the next stage.

O = Ownership: Ask a question to get your colleague to take ownership or responsibility for the issue. Here are some examples:

  • How is this going to affect the business/team/company etc.?
  • How do you think your colleagues will feel about this?
  • How would you deal with this situation if you were in my position?

Having asked the question, wait silently for the answer.

When your colleague replies, don’t just consider the words, but also how they are spoken. Does s/he look like s/he means them?

If your colleague continues to be aggressive, then you may need to escalate to higher levels of management.

If s/he does admit responsibility, move on to the following adapted version of the GROW questions.

  • What are you going to do to fix this? = GOAL
  • What’s stopping you from fixing this now? = REALITY
  • What are your options? = OPTIONS
  • What is your plan? = WILL

The first two questions have been slightly adapted to focus on the issue to be solved.

Your colleague may see this as a way to regain your trust and respect. The result should be a plan with a concrete timeline and actions that you can follow up on.

General Principles


Man talks to his colleague at work

Whatever happens, keep control of this conversation. That means:

  1. Your aim is to present the issue and agree on a plan to address it.
  2. You represent your employer or your business. Personal relationships are off the table.
  3. Do not respond to your colleague’s provocations or emotional outbursts. Stay calm and silent.
  4. Control the conversations by asking the questions. Don’t let your colleague lead you astray by answering his/her questions.

The Ball’s In Your Court!


Women talk at work

Confronting people can be quite scary. This is what builds your colleagues’ respect for you as a leader. If you feel like it, contact me in a private message and let me know how you get on!

Further reading...

Here's the original article on the four questions: 4 Steps To Solving Problems


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Corrective Coaching: What It Is & How …

How to cope with A Condescending Co-Worker



There’s nothing a lot more challenging at work compared to having a co-worker whoms rude, makes you question yourself, or simply hurts your current feelings. But how can you offer with a condescending co-worker?

The easiest method to Deal With A Condescending Co-Worker


Woman talks to the actual condescending coworker

When you are forced towards deal with a condescending co-worker, the first point you need to perform is understand why their own comment bothered you therefore much. What about exactly what this person said annoyed you? You might actually consider taking time that will write it out. Attempt to recall exactly what this specific person said. You’ll most likely find that it had been the specific word or strengthen this person used, or perhaps the way it has been delivered, that set everyone off. It’s essential the fact that you identify this due to the fact you have to be able so that you can articulate it when you are speak to the person.

That’s right. The particular next thing you have to do is usually confront the person involved.

This is simply not the time to hide it, ignore it, or maybe let it slide. Typically the moment you allow condescending behavior to happen, one are defining how you will are to be dealt with. People treat us this way that we ENABLE them to treat us all. Unless you want to package with a condescending co-worker, you have to go this behavior in often the bud.

Therefore, understand just what about their particular comment bothered you. When you need to, discuss it out with somebody else before you provide it up for your co-worker. Then, confront your co-worker privately so they know about how you feel. Whenever you have this discussion, your co-worker might act defensively. Nevertheless , they will likely end up being more shocked and amazed. They might not possess intended the comment to help you come out this way.

If someone has been condescending, whether they understand it or not, it is important to call all of them out on it. Yet make sure to carry out it in a peaceful and structured way. Also for those who hate any sort of potential fight, remember: don't just remember to brush it off! You'll always be glad you said anything whenever you did.

Navigating workplace problems may be incredibly stressful, specifically if you're feeling misplaced, trapped, or burned out and about within your career. If if you're struggling to overcome job burnout, we are able to help.

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How to cope with A Condescending Co-Worker