I believe you stated that both your supervisor and the employee in question’s supervisor both instructed you to treat her in the same fashion as you would treat the other staff members. This is good advice. You never want to single out a particular employee and treat them differently than you would the rest of the staff. Such behavior would suggest that you are picking on that person, evident by the fact that you are treating them differently from everyone else. And this includes talking to “her direct reports” about her.

Terry, I do have to ask you a question here before continuing on. Is there anything that you are not telling me about your relationship with this particular employee? I ask for two reasons. First, it seems a bit odd to me that a new employee would engage in the level of lying that you stated in your letter, especially so early in their employment. I’m wondering if her behavior is a reaction or retaliation to something that might have happened between you and her. I also picked up on some anger on your part. Is there something I’m missing here? I am also wondering if you have attempted to talk with the employee yourself about your concerns? And what about the complaints you mentioned you received about her from your clients? Have those been addressed? Finally, is it your responsibility to bring such issues up to her or is her direct supervisor supposed to do that?

Here is what I would suggest you do, based on the limited information I have at this point:

Initiate a meeting between you, the employee in question, and both supervisors. Use this meeting to air out all issues and concerns that have emerged, with the intent of working thru any issue that needs to be worked out. What’s important here to make sure all parties are on the same page in regards to establishing expectations on professionalism, conduct, and productivity.

The other advantage of having such a meeting is that it provides an opportunity for additional documentation should you need it in case the employee’s behavior does not improve. But let’s hope that is not necessary.

Your question raises a number of points I’d like to make regarding workplace conflict and where responsibility lies:

1) The supervisor/manager of a department has the responsibility to: a) establish a work environment where conflict and disagreements are handled constructively, b) intervene in situations that are not being handled constructively, c) role model effective conflict resolution strategies, and d) know when to seek outside help in cases where he/she need assistance.

2) The conflicting parties have a responsibility to: a) take their concerns directly to each other, first and foremost, b) address their concerns with each other in a respectful and constructive manner, c) not involve their peers unless their peers are directly involved, and d) seek out third party assistance (supervisor or HR or mutually trusted and objective peer) in cases where one or both parties are fearful, uncomfortable, angry or unable to work out a solution or compromise.

3) The work group (peers) also has a responsibility to: a) ensure that conflicting parties talk to each other directly, b) not tolerate destructive conflict on the team, regardless of who is involved, c) establish and abide by norms that reinforce constructive conflict, and d) avoid taking sides unless directly involved.

4) HR’s role is to assess whether or not the manager and the work group have the skill set necessary to manage conflict effectively. If they do, then HR needs to stay out of it. If they don’t, then HR should either step in or contact an outside third party to intervene. HR also should make sure that both the manager and work group get the necessary training/team building to help them develop the skills in the future.

5) As mentioned in the attached article, the performance review process also needs to evaluate the necessary conflict resolution and communication skills so that there is an additional incentive for employees and management to not only practice these skills but to be held accountable to them as well.

Conflict itself isn’t a bad thing; its how the conflict is handled (or not handled) that ultimately determines whether it ends up being a positive or negative experience.