Small business owners should deal with conflict or grievances promptly. Avoiding the matter creates anxiety. Initiate discussions quickly, investigate and double-check all the facts.

Ensure all staff know about the grievance procedure and understand how it works. As a business owner, it is a good idea to know your rights and responsibilities as well as those of anyone you are in conflict with (customer, employee, supplier or member of the public).

Understand the consequences of your responses. Decide whether the dispute is worth the effort given the risks to your business reputation.

Seek advice early in the conflict and agree on a mediator if necessary.