In the event of misalignment of expectations or perceived underperformance, in particular where there is the possibility of conflict arising, then the process is escalated to Issue Management.
At this stage, The BAG will always engage the experience of The BAG Human Resources Manager (HRM) who will become actively involved in the resolution process.
The BAG has a policy to first seek to understand the conflict (or potential conflict) from the perspective of all parties involved. This would include the parties involved in the conflict and where appropriate, management of the parties involved, or their representatives. Depending upon the circumstances and potential severity of the issue, it may be necessary to involve an HR representation from the Client. Focus is given to:
- Talk through all issues with all parties to ensure that everyone is satisfied that their viewpoint has been heard and understood.
- Explore the potential of a simple resolution.
- Explore the potential for a possible compromise.
- Explore all avenues to achieve a satisfactory result for all parties – win:win.
- Ensure all parties understand and agree with the outcome.
- Take steps to ensure that the conflict does not eventuate again.
In the event that a situation cannot be resolved and the only option is to terminate the engagement, then it will be the focus of the next phase to ensure that such termination is performed in the most professional manner such that;
- The employee’s/candidate’s expectations and exit are managed to cause the least impact to the Client, project and situation.
- Any negative impact on the Client and individual is kept to an absolute minimum.
- Both parties involved in the conflict part company respecting the approach taken by the other.
Because of this process of Candidate and Client Care, The BAG absolutely sticks behind its guarantees.