Overview of The Different Levels On The Conflict Scale

LEVEL 1:   Everyday Stuff

These are the normal day-to-day differences that arise from the fact that the workplace is essentially a gathering of many individuals with unique needs, ideas, values, beliefs and goals.  So long as these conflicts are not allowed to degenerate, then the cost to both employer and employee is minimal.

LEVEL 2:   Uncomfortable

In some instances, the normal day-to-day differences begin to transform into conflict of a more invasive nature.  At this point conflict is not caused by differences in values, goals, etc., but instead by:  bullying; jealousy, rumors, discrimination; etc. Sometimes, it is just a matter of employees feeling under-appreciated or that they are not getting any acknowledgment for a job well done. Though there is not much cost to the employer at this point, there is tremendous emotional distress in the form of stress, depression and anxiety to the employee.

LEVEL 3:  Beyond Normal Skills

As conflict escalates, the emotional distress the employees experience begin to rise and in many instances, they spend more and more time away from the workplace. In so doing, there is increased use of personal time and sick days.  As a result, the conflict begins to negatively affect the employer financially.  In order to resolve the conflict quickly, conflict resolution skills beyond those we use in normal everyday life are needed.  Examples include: peer mediation, facilitation, managerial mediation, peer review panel, etc. Managers and employees who are versed in basic negotiation strategy are also helpful at this stage. As you can see, employers who have conflict management policies in place will be at an advantage when conflict reaches this level and higher. 

LEVEL 4:  Formal Processes

If Level 3 conflict resolution attempts prove unsuccessful, and the conflict becomes more ingrained, then formal grievance processes are begun at level 4.  These may include: investigation, arbitration, formal mediation and/or legal proceedings. Prior to becoming entrenched in a time-consuming and costly lawsuit, some employers prioritize the use of out-of-court means of resolving the conflict.  Those with financial means utilize outside independent mediators or ombudsmen and/or lawyers who provide preventive counsel.  Because of: (i) the loss of time and effort of the employees involved and (ii) the money spent to deal with this matter, the cost of the conflict to the employer sharply increases at this level.  As we see, there continues to be enormous emotional distress for the employee.

LEVEL 5:   Intractable Wars

Without some sort of effective conflict resolution, employer and employees are involved in a lose-lose situation.  At this point, it is highly possible that Level 4 processes are still ongoing.  It is also a possibility that formal proceedings have concluded but the parties involved are still employed by the organizations and must essentially continue working together.  Other employees may have gotten involved by taking sides, etc. It is clear that regardless of the outcome of the formal proceedings, the underlying conflict is still occurring. Given that the costs are enormous for both employers and employees, all the parties involved must be willing to consider more stringent approaches to get rid of the conflict… quite possibly even termination.