I recently presented “Managing Workplace Conflict” to front line managers at a medical conference in Sarasota.  By sad coincidence, just the week before an office manager had been shot and killed by an employee who was anticipating being fired.  Health care workers are at a higher risk than most.  They are exposed to the patients, the families, the public and their own.  But no worker is immune.

News reporters have an uncanny way of interviewing someone who “never saw it coming.” This compels me to set the record straight.  It’s true that some risk factors are invisible.  Many abuse alcohol or drugs, come from violent homes, or have trouble with authority.  Bur more often the troubled worker has given signals of high risk that have gone unaddressed.    They may start by intimidating coworkers with verbal attacks, making vague threats, or having childish outbursts.  Some express that they are being singled out or treated unfairly. 

The worst thing to do is nothing.  The high risk employees become a higher risk if they are ignored.  Have policies and procedures in place for managing conflict. Intervene as soon as you sense a problem.  Choose your words wisely.  Put a plan in place.  Follow through. 
Finally, forget about how things should be, because they won’t be.  With the clash of the Baby Boomers and Generation x-ers in the workplace, you can count on having plenty  of practice in conflict management.  Buckle up.  It’s a rough ride.