Workplace Disagreements in a Store: Specific Feedback and Clear Agreements

When everyday disagreements arise about work, describe the specific situation and observable behavior without judging the person. Clarify employees’ responsibilities and set clear, specific, measurable next steps.

This article addresses disagreements about performing work tasks in a store. Responding to threats, violence, discrimination, and mobbing is outside its scope. The recommendations provided are not an adequate response to such situations.

Name the specific work incident

Start by describing the situation: when the behavior you are discussing took place and during what work activity. This approach is recommended in the SBI feedback model.

For example, you could start a conversation about a shift handover like this: “During the Monday evening shift handover, you ended the conversation before your colleague had listed the outstanding orders.” Use this wording only if it matches what you observed.

Describe the behavior without judging the employee

Stick to the facts. Name specific actions or words. The SBI model recommends describing observable behavior without personal opinions or judgments.

For example, “While the task was being explained, you interrupted your colleague twice” describes behavior. “You are irresponsible” judges the person. Use a description of a specific incident when giving feedback.

Clarify roles and responsibilities

Team management recommendations suggest clarifying employees’ roles and responsibilities. Apply this to the task at the center of the disagreement.

For example, when discussing a shift handover, clarify:

• who passes on information about outstanding orders;
• who takes those orders on;
• which task belongs to each employee.

Name the specific task and the employee responsible for it. Saying “the shift handles it” does not establish individual responsibility.

Set specific next steps

After discussing the problem, the next steps should be clear, specific, and measurable.

Example of a work agreement: “During a shift handover, the salesperson ending the shift names each outstanding order and the action still needed. The salesperson on the next shift confirms which orders they are taking on.”

This example identifies the participants, when the actions take place, and the specific actions. For your store, formulate an agreement that fits the task you are discussing.