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When Coworkers Collide: Preventing and Resolving Disputes Between Self-Storage Supervisors and Staff
Human nature being what it is, conflicts between staff and supervisors aren’t unheard of. They can even happen within your self-storage operation. Resolving them is an ongoing process that requires learning, practice and improvement. It isn’t easy, but with these tips, you’ll understand how to address, prevent and settle disputes between team members.
Rick Beal
November 19, 2024
7 Min Read
Let's face it: When a group of people work together constantly, there will eventually be some type of quarrel. Whether it’s a disagreement between peers or a clash between an employee and their supervisor, effective conflict resolution is an essential skill we all can use.
I know what you’re thinking … That sounds great in theory, but have you met my boss? They’re impossible! Trust me, I’ve wanted to buy my fair share of voodoo dolls over the years, but this is a proficiency that needs to be mastered.
Conflict resolution is a critical aspect of effective team management. When issues between staff members are left unaddressed, they can easily escalate. I remember several times in work situations when I failed to communicate my feelings, and then, suddenly, I found myself lashing out over a small and simple thing.
Not addressing complaints early can lead to a toxic work environment, decreased productivity and high turnover. The key is to acknowledge any potential tension promptly and constructively while leaving your ego and hurt feelings at the door. In this article, I outline actionable steps you can take to prevent, address and settle disputes in the self-storage workplace.
Conflict With Peers
A very common source of conflict between self-storage facility employees is miscommunication. This happens to me quite frequently. I think I’ve explained something perfectly, but to the other person, that is the furthest thing from the truth. Communication and leadership are a lot like love languages. We always love others the way we want to be loved, not the way they want to be loved. It takes a conscious effort to think about how the other person wants to be treated.
To avoid workplace tension, you need to make sure there are no misunderstandings or lack of clarity about individual responsibilities. Any instructions must be communicated in a way that is best for others to receive them, not necessarily how you want to deliver them.
Unequal workload distribution can also create resentment among your self-storage team members. If you fail to carry your own responsibilities and unfairly burden others, it can result in negative feelings. Your coworkers may feel imposed upon or undervalued, and this is a cliff from which it is very hard to come back.
Varied work styles among self-storage employees can also spark conflicts. For example, you might prefer a highly organized and structured approach, while another team member may thrive in a more flexible and spontaneous environment. Neither point of view is wrong, but if you aren’t willing or able to deal with someone else’s style, the relationship can become strained.
I remember early in my self-storage career when a coworker mandated that each tenant’s name should be written on the lease in black Sharpie marker. Well, I’m the type that if I think a rule is ridiculous, I tend to kick against it. So, I used blue ink instead. The results were what you think they might be.
Conflict With a Supervisor
Now, let’s look at a few types of conflicts you might face with your direct supervisor or even the self-storage facility owner. To begin, disputes may arise when you have different opinions on how to implement company policies. Whether it involves tenants, maintenance or lease agreements, disagreements on policy interpretation and enforcement can really strain the employee-supervisor relationship.
The complaint I hear about most often? Micromanagement! Supervisors who are too hands-on can create frustration, undermining employee trust and autonomy and leading to reduced job satisfaction. Nobody likes excessive scrutiny or supervision.
If you feel like you’re being micromanaged, look at the issues on which your supervisor is focusing. Are you sure you aren’t underperforming or misunderstanding direction somewhere? There are times when I need an employee to really understand something, or maybe they aren’t doing their job as expected. Do I watch closely in those cases to make sure we’re getting the proper results? Absolutely. My intentions are good, but they may be misinterpreted.
Finally, there’s seagull leadership. This is when the person above you comes for a store visit and does what seagulls do best—make a lot of noise, defecate everywhere and then leave. No one feels good about that.
Prevention
Creating a conflict-free self-storage workplace requires diligence and preemptive action. Consider these crucial steps to keep tensions from rising.
Promote an open work culture. Have hard conversations. When everyone on the team is being honest, there’s little room for assumption or ambiguity. Employees will feel valued and supported, and conflicts are less likely to arise. Be the first person to admit when you’re wrong. Raise your hand and say, “That’s on me.” By doing this, you’ll foster a culture where it’s acceptable for people to express themselves, even during difficult discussions.
Encourage team-building. These types of activities can strengthen relationships among coworkers and between supervisors and staff. A supportive environment is fostered when everyone understands each other’s strengths, weaknesses and work styles. Team-building events also provide an opportunity for open communication and conflict resolution. My greatest advice is to take a team personality test. Not only is it fun, it helps you understand your coworkers' perspectives.
Take a proactive approach to problem-solving. When challenges arise, team members should be empowered to address them promptly and collaboratively. We have a rule: We want a fix, not a band-aid. A positive mindset prevents minor issues from escalating into major conflicts.
Resolution Techniques
Even when applying the above prevention strategies, workplace conflicts will arise at your self-storage business. Navigating them requires a delicate balance of diplomacy and assertiveness. Here are some essential steps to follow as a guide.
Communicate. The foundation of conflict resolution is open and honest communication. Encourage both parties to express their concerns, perspectives and emotions. Actively listen to understand the root of the issue, and avoid making assumptions. If you take away just one piece of advice from this article, it’s that you must avoid making assumptions and filling in your own dialog.
Learn. There are a multitude of books, online programs and courses that can teach you how to effectively resolve a conflict. You can use them to enhance your emotional intelligence, communication skills and ability to navigate challenging conversations.
Establish clear and transparent policies. Clearly define roles, responsibilities and expectations to minimize misunderstandings. When everyone is on the same page, everyone knows what to do, and the likelihood of conflicts decreases.
Provide feedback. Regular performance sessions can help supervisors and employees alike address issues before they escalate. Provide constructive feedback on strengths and areas for improvement, and encourage ongoing dialogue. Timely feedback promotes a culture of continuous improvement and reduces the likelihood of recurring issues.
Final Advice
I’d like to leave you with three key pieces of advice that will help you avoid and better handle conflict in your self-storage workplace:
Do not assume. Don’t think you know the intent of the other person. Chances are you’ll be wrong.
Check your ego at the door. If you don’t, you’ll be wrong. You’ll be the person who made the situation worse. Sometimes you need to raise your hand, accept responsibility and apologize.
Use clear and straightforward communication. Consider expressing yourself with statements like, “When you do X, I feel X.”
Conflict within the self-storage workplace is inevitable, but the way in which it’s managed determines the success of the team and organization. Facility staff play a pivotal role in creating a good work culture and preventing issues from escalating. While it’s much easier to read and type this, it’s infinitely more difficult to put these strategies into practice. Start small and be patient. Over time, you’ll gain the skills you need to become an effective leader.
Rick Beal is co-founder of Atomic Storage Group, a third-party management and consulting firm for the self-storage industry. His expertise includes business and management consulting, project management, marketing, and pricing strategies. Stay up to date with his latest publications and speaking engagements on LinkedIn. To contact him, email [email protected].
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