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Your coworker is not following established protocols. How can you resolve the conflict?

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Working in IT services can be challenging, especially when you have to collaborate with coworkers who do not follow established protocols. Protocols are important for ensuring quality, security, and efficiency of IT systems and processes. However, not everyone may share your commitment to following them, which can lead to conflicts and frustrations. How can you resolve the conflict with your coworker who is not following established protocols? Here are some tips to help you.

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Khushboo Keshwani

Software Support Engineer
Dr Abilio Oliveira

1 Identify the problem

The first step to resolving the conflict is to identify the problem and its impact. What protocol is your coworker not following and why? How does it affect your work, your team, or your clients? Is it a minor issue or a major risk? Try to gather facts and evidence to support your claim, such as screenshots, logs, or reports. Avoid making assumptions or accusations based on emotions or opinions.

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Dr Abilio Oliveira
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First, initiate a private, constructive conversation to discuss the issue. Clearly explain the specific protocols not being followed and why adherence is crucial for team efficiency, quality of work, and compliance. Ask for their perspective to understand any reasons behind their actions, such as lack of awareness, misunderstanding of protocols, or issues with the protocols themselves. Emphasize the importance of teamwork and maintaining standards to achieve common goals. Offer support, such as additional training or resources, if needed. Agree on a plan to ensure future adherence to protocols. This approach fosters open communication, mutual understanding, and collaborative problem-solving.

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2 Communicate respectfully

The next step is to communicate respectfully with your coworker about the problem. Choose an appropriate time and place to talk, preferably in private and when you are both calm and focused. Start by acknowledging their strengths and contributions, and then explain the problem and its impact in a clear and objective way. Use "I" statements instead of "you" statements to express your feelings and needs, such as "I feel frustrated when you do not follow the protocol because it causes delays and errors in our work." Avoid blaming, criticizing, or attacking your coworker, as this will only escalate the conflict and damage your relationship.

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3 Listen actively

After you communicate your perspective, listen actively to your coworker's response. Show that you are interested and open to understanding their point of view, by using non-verbal cues such as eye contact, nodding, and smiling. Ask open-ended questions to clarify their reasons and motivations for not following the protocol, such as "What are the challenges or barriers that prevent you from following the protocol?" or "How do you think the protocol can be improved or modified to suit your needs?" Avoid interrupting, judging, or dismissing your coworker's input, as this will make them feel defensive and resentful.

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Dr Abilio Oliveira
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Start by inviting them to a private conversation, expressing your concern without assigning blame. Listen attentively to their explanations, showing empathy and acknowledging their feelings and perspectives. This can help uncover underlying issues such as lack of training, misunderstanding of protocols, or disagreements with the procedures. By validating their feelings and experiences, you create a supportive environment conducive to finding a mutual solution. Summarize their points to ensure accurate understanding, and then collaboratively discuss ways to address the issue, including adherence to protocols, without compromising the relationship or team dynamics.

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4 Seek a solution

The final step is to seek a solution that works for both of you and respects the protocol. Try to find common ground and shared goals, such as improving quality, security, or efficiency of IT systems and processes. Brainstorm possible options and alternatives that can address both of your concerns and needs, such as providing more training, resources, or feedback on the protocol, or making reasonable adjustments or exceptions to the protocol in certain situations. Evaluate the pros and cons of each option, and choose the one that is most feasible and acceptable for both of you. Agree on the action steps and timelines for implementing the solution, and follow up regularly to monitor progress and outcomes.

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Khushboo Keshwani

Software Support Engineer
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Effectively addressing a coworker's deviation from protocols involves meticulous documentation of instances and gathering tangible evidence. Request a formal meeting with your supervisor, emphasizing the impact on the team during discussions. Propose constructive solutions and, if necessary, involve HR for mediation. Throughout the process, maintain professionalism, focusing on facts rather than personal attacks. This comprehensive strategy aims to foster a positive work environment and ensure adherence to established standards, contributing to a successful and collaborative team dynamic.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Your coworker is not following established protocols. How can you resolve the conflict?

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1 Identify the problem

2 Communicate respectfully

3 Listen actively

4 Seek a solution

5 Here’s what else to consider

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