Each employee within an agency is wired differently from the next. Having a staff of individuals who work and think differently can be great when people can collaborate and play off one other’s strengths. However, some individual temperaments can be so contrasting that it can cause friction. When this happens, problems can arise that are increasingly disruptive to work.
While employees do not need to be best friends, there is a certain level of decency and respect required for people to work together effectively and without being miserable. Here are a few tips for helping employees move beyond conflicting personalities so everyone can get back to work!
1.) Identify and Appreciate Individual Contributions –
The different roles within an agency require different attributes of the person who is doing the job. The technical proficiencies or interpersonal skills may position an employee as a perfect fit in one job vs. another. When employees find themselves in conflict with one another, they may disregard the importance of another’s role. When this happens, it is critical to take a step back and look at how each position within the agency plays an integral part in helping the organization achieve everything it needs.
By taking this time to pause and examine each role’s function, employees can see how the skills and expertise of other individuals contribute to the continued success of the agency.
2.) Refocus on a shared goal –
When disagreements occur between employees, they can get caught up in the emotions of conflict. They may focus their attention on the problem and avoid working with anyone they feel is responsible for the issues creating a distraction from work.
To get work back on track, establish commonalities. Whether it’s the overall agency objectives or a specific project that requires the cooperation and contributions of everyone in the group, pull the focus back on a shared goal. Bringing attention back to what brings employees together can minimize the divisive activity that is pushing them apart.
3.) Diagnose the Root Cause of the Problems –
Conflict rarely is what it seems to be on the surface, but instead has underlying issues that may be smoldering. Disagreements between employees can arise from a variety of different reasons. It could be the case of a lack of training for one employee, and another feeling burdened to make up for the underperformance of a co-worker. Two employees may have misaligned expectations. Sometimes faulty communication can cause problems. And other times, personality types can create tension between employees. Left unaddressed, or incorrectly addressed, resentment can quickly spark.
It’s essential to have open conversations with those involved to unearth where the problems are stemming. Once you have figured out the cause, you can identify a solution. Solutions could be additional training to increase proficiency or a commitment to more precise communication in the future. If there are conflicting personalities, consider having employees complete the Enneagram Personality Profile test. Feedback from this test will provide insight for the employees, how they think, process, and respond and provide a baseline for better problem-solving in the future.
4.) Address Toxic Behavior –
Conflict is one thing, but toxic behavior is much more serious. Regardless of what assets an employee may bring to the agency, it is not worth allowing them to create a toxic environment. Tolerating this type of behavior can quickly drive down the morale of others, erode agency culture, and cause good employees to move on to a workplace where they feel cared for and valued.
If an employee is divisive and refuses to change the way they interact with others, make sure to have a plan for termination.
While disagreements between employees are inevitable, they don’t have to be disastrous. By using the tips above employees can learn to come together to solve disagreements productively using conflict to build stronger teams.
For more on this topic, check out the complete episode of The Independent Agent here!
About the Author
Justin Goodman has spent the past 20 years in insurance. He is the co-founder and CEO of Total CSR and co-founder and Managing Director of Project 55. By the age of 29, he was recognized as one of the top five construction insurance experts nationwide by Risk and Insurance Magazine. He also was named to Insurance Business Magazine’s Hot 100 and most recently the 2024 Insurance Journal Agent of the Year. Justin has trained over 50,000 CSR’s, account managers and producers through his work at Total CSR. He has a passion for developing the next generation of insurance professionals. When not with his family, he devotes his free time to speaking engagements and advising agency owners across the country.
