Conflict Resolution for Managers
Purpose
Provides managers with a framework for resolving interpersonal conflicts between team members — handling disputes professionally, documenting outcomes, and preventing escalation to Josh unnecessarily. ## Who This Applies To
All coaches and managers with direct reports. Josh handles conflicts involving coaches/managers. ## Conflict Categories
| Type | Handler | Escalate to Josh When |
|---|---|---|
| Tech-to-tech disagreement | Coach | Unable to resolve in 1:1s; behavior continues |
| Tech-to-customer complaint | Coach + office | Customer escalates to CEO; legal risk |
| Tech-to-dispatch conflict | Coach + office | Operational impact on job performance |
| Manager-to-tech | Josh | Always involve Josh on this category |
| Customer "Do Not Service" | Office + Josh | Repeat conflicts; safety concern |
## Resolution Process — Peer Conflicts
### Step 1 — Hear Both Sides Separately
- Meet with each person individually first. Get their full account. - Do not share one party's account with the other during individual meetings. - Take notes. ### Step 2 — Find the Operational Facts
- Is there an SOP that applies? If one tech is claiming another did something wrong, what does the SOP say? - Pull ServiceTitan records, Slack channel logs, or other documentation to establish facts. ### Step 3 — Joint Meeting (if appropriate)
- Bring both parties together with the manager as neutral facilitator. - State the facts as established. Identify the behavior that needs to change. Agree on a path forward. - Do not force a friendship. Force a professional working relationship. ### Step 4 — Document
- Brief note in Paylocity file for each party: date, nature of conflict, resolution agreed upon. - If behavior recurs: escalate to formal warning or PIP. ## Commission and Job Disputes — Common Conflict Source
From Slack: Commission disputes are among the most common tech conflicts. Key policies that prevent them:
- No two lead techs on the same job — prevents commission attribution disputes. - Assisted jobs: commission split is offered to the assisting tech — coach documents the split when the job closes. - LTO commission: 3% to the setting tech — paid when the job closes and payment is collected. When a commission dispute cannot be resolved between the techs and coach: the Office Admin or Jessie investigates using ServiceTitan invoice data and Paylocity records. Josh makes the final call. ## Customer "Do Not Service" List
From Slack: Customers with consistently negative interactions or repeated pricing disputes should be added to a "Do Not Service" list to avoid future conflicts and wasted resources. Josh approves additions. ## When to Escalate to Josh
- Physical altercation or threat — escalate immediately
- Harassment allegation — escalate immediately; follow Anti-Harassment SOP
- Conflict involving a protected characteristic (race, sex, religion, disability) — escalate immediately
- Manager-vs-employee conflicts where the manager cannot be neutral
## Important Notes
- Do not take sides publicly. Your credibility as a manager depends on perceived fairness. - Most conflicts are about workload, pay, or perceived favoritism. Address the root cause. - Conflicts left unaddressed become attrition. One unresolved dispute that drives out a good tech costs more than the time to resolve it. ## Related SOPs
- Performance Improvement Plan (PIP) Process — when conflict involves performance issues
- Anti-Harassment & Equal Opportunity — serious conduct issues
- Compensation Structure & Pay Bands — commission dispute context