There are many tactics that can be used to resolve conflict. As most of us know, conflict is inevitable to a certain extent, but it is important to minimize conflict whenever possible. In this particular situation it seems obvious that there is a problem based on the amount of complaints being submitted by customers and coworkers. I think it is always important to investigate these types of situations to get both sides of the story. When all information is on the table, it is much easier to approach someone with a potential negative outcome.
Once I have gathered all the information regarding the complaints from the parties involved I would then develop the way that I will approach the individual. In this particular case, with an employee that has exhibited a confrontational attitude I would make sure the approach with caution. I would also make sure that I was calm and composed when addressing this individual. Once I am prepared to speak with the employee, I would call a one on one meeting with this individual.
I think that I would start by asking this employee about his employment with the company and how his job is going. Depending on the answer I might pry a little more in this area. Another tactic I would use if possible would be to acknowledge something the employee did well in the past right before I confront the employee with the complaints I have received. This might give me an opportunity to find out more about this individual and set a more relaxed atmosphere.
It would depend on the responses how my follow up would be, but once I got enough of a response I would explain why we are meeting. I would tell the employee that we have had a few complaints from customers and employees. I would then explain why it is important to have high customer service and a cohesive and positive environment in the workplace. I would then confirm that this individual understands why this is important and ask him if he has anything to say about any of the complaints. Once this discussion takes place, I would then proceed with whatever corrective action is in place within the organization and ask that change occurs fast.
Once this discussion with the employee was complete I would again be as professional and calm as possible in moving forward. I might give a timetable for vast improvement as well as a follow up meeting to touch base. I would then closely monitor the situation to ensure that improvement is made and to see how the discussion/corrective action affects the employee.
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