Conflict resolution

Wherever there are people, there will be conflict. Conflict management is the ability to identify and handle conflicts sensibly, fairly and efficiently. For the salon owner or manager, dealing with conflict tends to be one of the most disliked and avoided topics.

While it is generally accepted that conflict is an inevitable facet of the human condition, and a normal part of personal and salon life, most managers would prefer not to have to deal with it. But conflict doesn’t just disappear and, if left unattended, it can grow out of proportion. Management research suggests that the ability to manage conflict is among the 10 most frequently cited skills for successful salon managers.

One way for managers to come to terms with the inevitability of conflict is to review some of its benefits. For example, if there is a little disagreement or total consensus on issues, there is a tendency towards stagnation in the salon. Conflict can actually provide an opportunity for growth and learning, and can also stimulate creative problem-solving.

Managers need to assess the source of conflict within the salon. It is generally wise for managers not to rely on a ‘personality’ explanation for all conflict. It is true that some individuals are difficult to work with, and seem to be involved in more conflict and disagreement than most. The manager has to be able to decide whether the conflict is genuinely a result of the individual’s personality and, if so, what to do about it. However, sources of conflict can result from several factors:

1 Personal differences: conflict can be a result of differences in age, gender, culture and education. The manager’s responsibility is to open up channels of communication and facilitate discussion about differences among staff. While the manager’s role is not necessarily that of peacemaker, conflict can be modified if individuals can freely discuss and attempt to understand their differences, and how these impact on working together.

2 Poor information processes: if workplace communication channels are unclear or are cluttered, staff may be unsure of what is expected of them, procedures may seem unnecessarily complicated and frustrating, and performance benchmarking may seem vague or inconsistent. The manager is responsible for addressing these weaknesses, for clarifying roles and expectations, and for reinforcing or rewarding the individual for a job well done.

3 Role incompatibility: conflict can arise when there are different priorities between different sections within the salon – for example, front of house and treatment rooms. Each person may consider the other to be obstructing their role. The salon manager’s task is to mediate, to facilitate a form of meaningful exchange, and to encourage problem-solving and changes that will decrease conflict.

4 Environmental issues: environmental stressors generally relate to features of the actual working environment of the salon. These can include lack of budgets for training, poor health and safety conditions, and stress associated with unwelcome salon changes. The manager has first to determine the cause of the conflict and then obtain commitment from the parties involved to resolve it. This sounds simple, but it isn’t always easy, so a step-by-step approach is helpful:

1 Identify the cause of the conflict

2 Ask for suggested solutions

3 Offer win-win solutions

4 Give constructive feedback 

5 Be direct in a non-threatening manner

Historically, salon managers were selected on their technical skills and on their ability to ‘get the job done’. People skills were low on the list of priorities. Yet, research shows that improved management of people has a greater effect on both productivity and profitability.

Salon owners are increasingly dissatisfied with the traditional ‘boss’ style of management and recognise the need to improve their interpersonal or people skills in order to be more effective and productive within the salon.

Liz McKeon is an author, business coach, trainer and mentor, specialising in the hair, beauty and spa sector. For further information visit lizmckeon.com or call +353 86 386 1243.