In any organization, there are going to be times when someone is unhappy about something or with someone else. Resolving those situations in the quickest manner and leaving everyone involved satisfied with the result isn’t always possible. Your chances will improve if you follow a few steps.
Step 1 — Don’t delay.
Addressing a situation as soon as you become aware of it is arguably the most important step. The longer feelings are allowed to fester, the better the chance others may become involved by choosing sides. A problem between two or three members could become an issue for the entire association.
Step 2 — Determine if you’re the best judge.
You may not be best suited to handle the situation. If one of the parties involved is a friend, you are in a no-win situation — side with the friend and you will be seen as showing favoritism; side with the other person and you may damage that relationship. If necessary, hand the duty off to someone else.
Step 3 — Get the facts.
Speak to each individual and get the facts. In a best-case scenario, those conversations should be done in person, preferably separately. That way the fact-finding mission won’t turn into a shouting match. The second choice is via telephone.
Step 4 — Put the group first.
If the dispute has a trickle-down effect on the rest of the association, the resolution must be whatever is best for the group at large. The goal isn’t to have a winner and loser, but to arrive at a determination that ends the dispute and restores harmony.
Step 5 — Get everyone together.
When you are ready to propose your solution, get interested parties together. That way they will hear the message delivered in the same way. They will also have a chance to ask questions and to accept any conditions that may be part of the resolution.
Step 6 — Be prepared for the fallout.
Although your resolution may be spot-on, one or some of the parties may not like it. While your decision shouldn’t be clouded by emotions, it may result in the loss of a disgruntled member or two.
Step 7 — Monitor the situation.
Keep your eyes and ears open in the weeks following the resolution. Make sure those involved are living up to any agreements they made.
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