Easy Ways Cleaning Managers can Lead During Disagreements

As leaders and human beings, it is inevitable that we will find ourselves disagreeing or having a difference of opinion with another person. This can sometimes lead to damaged or destroyed relationships.  

In today’s world, we often have too many opportunities to see examples of unproductive arguing on public display — on social media, television, movies, and amongst our political leaders. We seem more divisive as a society than in the past, and the discourse has led to polarization and created a them-against-us environment.  

As leaders of cleaning organizations, it is important for us to build harmony and teamwork. One way we can do that is by respectfully disagreeing with others.  

When you find yourself in a disagreement, be sure to remain calm and check your emotions. For example, there were times when I would feel personally challenged and triggered emotionally. My heart would start racing, and I found myself speaking louder than usual. I eventually learned to slow my breathing and soften my voice almost to a whisper, which usually produced a calming effect on all involved.  

Understanding the other person’s point of view also needs to be the leader’s top priority. This means actively listening without interruption, and with body language that shows your willingness to understand. Ask clarifying questions when the person pauses or stops speaking.  

I often asked the other person if it was okay for me to ask them questions to ensure my understanding. Once all questions were asked and answered, I would paraphrase as best I could and confirm whether I got it correctly, or if I was missing anything. Depending on the feedback, I would either provide my reply immediately, or request that we continue the discussion at an agreed upon time in the very near future.  

Next is stating your position and seeking compromise wherever possible. This is also the time to be clear regarding the specific areas where you disagree. Leaders can do so without insulting or judging the person’s character because of the gap in agreement. This is the time when using “I” statements is critical. Present facts, data, historical information, etc. to support your position and stand your ground where there is no room for compromise or resolution.  

At this juncture you will have to acknowledge emotions and not overreact. As a leader, you must quietly assert your authority and understand when there is an impasse, or the discussion becomes non-productive, bringing it to a close. Hopefully, there will be a handshake, and you can agree that there will be differences in opinions.  

If the person behaved inappropriately or disrespectfully during the discussion, explain what they did exactly and how it made you feel. There is no need to chastise. Show your support of the individual regardless and that you harbor no hard feelings toward them. It may be one-sided, but have faith that over time, your goodwill will keep the relationship positive or at least workable.  

Practicing these tips works most of the time. Meanwhile, here are a few things to avoid in your quest to having healthier disagreements and preserving your relationships: Resist using insulting words, downplaying other opinions, using coercion to sway people, judging, belittling, interrupting and talking while the other person is talking, attempting to bribe someone into agreeing with you, using absolute phrases like “you never” or “you always.”

Gene Woodard, R.E.H., spent more than 45 years in the cleaning industry, retiring as the director of building services at the University of Washington, before which he spent almost a decade at Emanual Hospital in Portland, Oregon. Gene was also a founding member of the Healthy Green Schools & Colleges Steering Committee and served for many years as an advisory board member of Facility Cleaning Decisions magazine.