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This podcast is for convenience store sales associates looking to promote to assistant managers as well as for new assistant managers. This can be a tough role when you just get thrown into position. I will prepare you to survive in this role.
Keeping the Store Running Smoothly: Conflict Resolution & Performance Management for Assistant Managers
Howdy folks. Mike Hernandez here. Welcome Assistant Managers to this edition of Survive from C-Store Center.
I. Introduction
A well-run convenience store isn't just about stocking shelves and helping customers—it's about managing people effectively. Whether handling employee disagreements, addressing performance issues, or de-escalating tense situations with customers, strong conflict resolution and performance management skills are essential for any assistant manager. Without them, even the best-run stores can struggle with low morale, high turnover, and inconsistent service.
In today's episode, we're exploring two of the most important leadership skills for assistant managers: conflict resolution and performance management. These aren't just tools for handling problems; they're strategies for building a better work environment, improving team collaboration, and ensuring smooth store operations.
We'll break down common workplace conflicts and how to resolve them effectively. We'll cover de-escalation techniques for handling tense situations, giving constructive feedback to help employees grow, and managing poor performance in a way that leads to positive outcomes. Finally, we'll talk about how to create a culture of accountability that encourages employees to take ownership of their roles and work as a team.
I once worked with an assistant manager who inherited a team full of frustration and tension. Employees weren't communicating, there were constant disagreements over shift schedules, and poor performance dragged the store down. Customers noticed, and sales started to suffer. Instead of ignoring the problems, this assistant manager stepped up, learning to navigate tough conversations, provide clear expectations, and turn conflicts into opportunities for team growth.
Within a few months, employee morale improved, teamwork strengthened, and store performance rebounded. The lesson? Conflict isn't the problem—how you handle it is. When you develop strong conflict resolution and performance management skills, you don't just fix problems; you build a better, stronger team.
As an assistant manager, how you approach conflict and performance management impacts everything—from employee retention to customer service. Mastering these skills helps you confidently lead, support your team, and create an environment where people enjoy coming to work.
Let's get into it!
II. Understanding Common Workplace Conflicts
Conflict in the workplace is inevitable—especially in a fast-paced environment like a convenience store, where employees interact with customers, co-workers, and managers all day. But conflict isn't always a bad thing. When handled correctly, it can lead to better communication, stronger teamwork, and a more productive store. It is key to know how to recognize, address, and resolve conflicts before they become bigger problems.
Let's start by looking at why conflicts happen, the types of disputes you're likely to encounter, and why resolving them quickly is essential for maintaining a positive work environment.
1. Why Conflict Happens in Convenience Stores
Working in a convenience store requires constant teamwork, communication, and multitasking. With so many moving parts, it's no surprise that conflicts arise.
Some of the most common reasons for conflict include:
• The fast-paced environment: Employees are constantly interacting with customers, stocking inventory, and handling transactions under pressure. When stress levels are high, tensions can flare.
• Different personalities and work styles: Some employees are quick decision-makers, while others prefer to take their time. Some thrive under pressure, while others get overwhelmed easily. These differences can lead to misunderstandings.
• Workplace issues: Disputes often come from practical concerns like shift scheduling conflicts, unclear expectations, or miscommunication between team members and managers.
Conflict is normal, but when ignored, it can lead to resentment, reduced teamwork, and a negative work environment. That's why identifying and resolving conflicts early is crucial for any assistant manager.
2. Types of Common Conflicts
Not all conflicts are the same. As an assistant manager, you'll encounter three main types of workplace conflicts, each requiring a different approach to resolution.
• Employee-Employee Conflicts:
• These happen when team members disagree about workload distribution, responsibilities, or personal differences. For example, frustration can build if one cashier feels they're doing more work than their co-worker. Misunderstandings or personality clashes can also lead to tension.
• Employee-Manager Conflicts:
• Sometimes, employees disagree with management decisions, such as shift assignments, performance feedback, or changes in store policies. If not handled properly, these conflicts can lead to disengagement and resentment.
• Customer-Employee Conflicts:
• Customers can become upset over pricing, promotions, product availability, or store policies. Some may take their frustrations out on employees, creating difficult situations that require calm, professional handling.
Recognizing the source of a conflict helps you choose the best approach to resolving it. Whether between team members, employees and management, or customers and staff, understanding the root cause is the first step toward finding a solution.
3. Why Addressing Conflict Quickly is Important
Many managers hope that conflicts will just work themselves out. Unfortunately, unresolved conflicts tend to grow, causing more stress, lower morale, and decreased productivity. Here's why acting fast is essential:
• Prevents minor issues from escalating: A simple misunderstanding can quickly become a major dispute if ignored. Addressing conflicts early prevents them from becoming bigger problems.
• Maintains a positive work environment: Employees who feel heard and supported are more engaged and cooperative. A healthy work environment reduces tension, improves teamwork, and increases overall job satisfaction.
• Reduces employee turnover: High employee turnover is costly and disruptive. Employees are more likely to stay when they know their concerns will be taken seriously and resolved fairly.
As an assistant manager, your role isn't just to react to conflict—it's to proactively create an environment where small issues don't turn into big problems. Employees and customers will respect a leader who listens, takes action, and ensures that the store remains a positive place to work and shop.
Closing Thoughts on Workplace Conflicts
Understanding why conflicts happen and recognizing the different types is the first step toward resolving them effectively. When you address conflicts early and fairly, you build a stronger, more cohesive team and create a better employee and customer experience.
Now that we've covered the common causes of workplace conflicts let's talk about how to resolve them using practical conflict resolution techniques.
III. Conflict Resolution Techniques for Assistant Managers
Now that we've covered why conflicts happen and the types of disputes you might encounter, let's focus on how to resolve them effectively. As an assistant manager, you set the tone for how conflicts are handled in your store. Whether it's a disagreement between employees or a tense moment with a frustrated customer, using the right conflict resolution techniques can turn a negative situation into a positive outcome.
In this section, we'll go over de-escalation strategies, a three-step approach to resolving conflicts, and how to handle difficult customer interactions while keeping your team supported.
1. De-escalation Strategies
Conflicts can quickly spiral out of control if emotions run high. Your job is to bring the temperature down, not add fuel to the fire. Here are some key de-escalation techniques every assistant manager should use:
• Stay calm and professional – Employees and customers take cues from how you react. If you remain calm, it encourages them to do the same. Avoid raising your voice or reacting emotionally.
• Listen actively – Before jumping in with a solution, let the other person fully express their concerns. Sometimes, people just want to be heard. Nod, maintain eye contact, and acknowledge their points to show you're engaged.
• Use neutral language – Avoid accusatory phrases like You always… or You never… Instead, use solution-focused language such as, Let's figure out how to fix this.
• Control your body language – Crossed arms, rolling eyes, or looking away can make someone feel dismissed. Keep an open posture and a neutral facial expression to show you are approachable and ready to help.
If you can de-escalate a situation early, you prevent it from becoming a bigger issue. Your goal is to keep emotions in check and redirect the conversation toward solutions.
2. The 3-Step Approach to Conflict Resolution
Once the situation is under control, it's time to address the root cause of the conflict and work toward a resolution.
Step 1: Identify the Issue
• Gather facts by listening to all sides of the story before making decisions.
• Avoid jumping to conclusions—sometimes, a simple argument is caused by a deeper issue, like miscommunication or built-up frustration.
• Ask open-ended questions:
• Can you help me understand what happened?
• What would help resolve this situation for you?
Step 2: Find a Solution Together
• Instead of forcing a solution, involve employees in the process. Ask for their input:
• What do you think would be a fair solution?
• How can we prevent this from happening again?
• If both employees agree on a resolution, document it and set expectations moving forward.
• If a customer is involved, offer solutions such as a refund, exchange, or store credit (if allowed by store policy).
Step 3: Follow Up
• Check back with employees a few days later to ensure the issue is fully resolved.
• If the conflict involved workplace behavior, reinforce expectations in team meetings to prevent similar issues in the future.
• If an employee continues to have conflict issues, schedule one-on-one coaching to help improve their communication and teamwork skills.
Addressing conflict isn't just about stopping arguments—it's about finding fair solutions and building a better work environment in the long run.
3. Handling Difficult Customers Professionally
Sometimes, conflict comes from outside the store—a frustrated customer, a pricing dispute, or a complaint about service. As an assistant manager, it's your job to handle these situations professionally while ensuring your employees feel supported.
Here's how to de-escalate and resolve customer conflicts effectively:
• Acknowledge their frustration and remain polite – Even if the customer is difficult, respond calmly. Saying, I understand why this is frustrating for you can defuse tension quickly.
• Offer a resolution – If store policy allows, offer reasonable solutions like a refund, product exchange, or discount. If you can't meet their request, offer an alternative.
• Involve a manager when necessary – If the situation escalates beyond what your authority allows, don't hesitate to escalate the issue to a higher-level manager or corporate policy.
• Ensure that employees feel supported – If a customer is being rude or aggressive toward an employee, step in immediately to handle the situation. Make sure your team knows that you have their back while still maintaining professionalism.
Customers may not always be right, but they should always be treated respectfully. The goal is to turn a negative interaction into a positive outcome while making sure employees feel protected and valued.
Closing Thoughts on Conflict Resolution Techniques
Conflicts are part of any workplace, but how you handle them determines the kind of environment your store will have. Stay calm, focus on solutions, and use every conflict to build stronger relationships within your team.
Next, we'll dive into performance management—how to set expectations, provide feedback, and address underperformance in a way that strengthens your team instead of weakening it.
IV. Managing Employee Performance Effectively
Now that we've covered conflict resolution let's shift our focus to another essential skill for assistant managers—performance management. Managing employee performance isn't just about correcting mistakes; it's about setting expectations, recognizing hard work, and addressing issues before they become major problems.
As an assistant manager, your leadership directly impacts your team's performance. When expectations are clear, recognition is given, and issues are addressed early, you create a workplace where employees feel motivated, engaged, and committed to doing their best.
Let's break down three key strategies for effectively managing employee performance: setting clear expectations, recognizing good performance, and identifying performance issues early.
1. Setting Clear Expectations
One of the biggest reasons for performance issues is unclear expectations. Employees need to know exactly what's expected of them—from their daily responsibilities to how they should interact with customers.
• Establish expectations from day one: Employees should never have to guess what's expected of them. During onboarding, clearly explain store policies, job responsibilities, and performance standards.
• Use written guidelines: Having a manual, checklist, or store policies document helps eliminate confusion. If expectations are written down, employees can refer to them anytime.
• Reinforce expectations through regular team meetings: Don't assume employees remember everything from their training. Hold quick check-ins and meetings to reinforce important store policies, customer service standards, and safety procedures.
Employees perform better when they clearly understand their roles and responsibilities. A well-communicated structure reduces misunderstandings and improves overall store efficiency.
2. Recognizing Good Performance
Performance management isn't just about fixing problems—it's also about acknowledging what employees are doing right. Recognition builds morale, boosts motivation, and encourages employees to keep up the good work.
• Publicly acknowledge top performers: A simple Great job today! can go a long way. Recognizing employees during team meetings or in front of their peers reinforces positive behavior and sets an example for others.
• Use incentives to encourage excellence: Use employee-of-the-month programs, bonuses, or small rewards like gift cards or extra break time. Even a handwritten thank-you note can make an impact.
• Make recognition part of your store culture: Positive reinforcement shouldn't be a one-time thing. Make it a habit to catch employees doing things right—whether it's excellent customer service, teamwork, or maintaining a clean and organized store.
Employees who feel appreciated work harder and stay longer. A strong recognition culture leads to higher job satisfaction, better team morale, and improved overall performance.
3. Identifying Performance Issues Early
Ignoring small performance issues can lead to bigger problems later. Instead of waiting for annual reviews to address concerns, assistant managers should proactively identify and correct performance issues as soon as they arise.
• Common signs of underperformance:
• Missing shifts or frequent tardiness.
• Poor customer service interactions.
• Declining productivity or frequent mistakes.
• Lack of enthusiasm or disengagement.
• Address concerns early: If you notice an employee struggling, don't wait until it becomes a major issue. A quick coaching conversation can often correct behavior before formal disciplinary action is needed.
• Keep records of performance trends: Documenting concerns helps track patterns over time. Having notes from previous conversations can support further coaching or corrective action if an issue persists.
Addressing small problems early prevents bigger issues later. Employees who receive timely feedback are more likely to correct mistakes and improve their performance.
Closing Thoughts on Performance Management
Managing performance effectively requires a balance of clear expectations, recognition, and timely corrections. When employees know what's expected, feel appreciated, and receive guidance when needed, they perform better, which benefits the entire store.
Next, we'll focus on how to give constructive feedback and handle poor performance in a way that leads to real improvement rather than frustration or disengagement.
V. Giving Constructive Feedback and Handling Poor Performance
Setting clear expectations and recognizing good performance helps keep a store running smoothly, but what happens when an employee isn't meeting expectations? Performance issues, if left unchecked, can affect morale, customer service, and overall store operations.
As an assistant manager, your ability to give constructive feedback and address poor performance directly impacts your team's success. How you approach these conversations matters—the goal isn't just to correct behavior but to guide employees toward improvement in a way that's fair, professional, and effective.
Let's go over the right way to give feedback, how to hold productive performance conversations, and when disciplinary action may be necessary.
1. The Right Way to Give Feedback
Giving feedback can be uncomfortable, but it can lead to real improvements if done correctly. Here's how to ensure your feedback is effective and well-received.
• Use the Sandwich Method – Start with something positive, address the issue, and end with encouragement.
• Example: You've been doing great with customer interactions, and I appreciate your enthusiasm. I've noticed you've been late three times this week, and I'd like to discuss how we can fix that. I know you can be reliable, and I want to help you stay on track.
• Be specific and direct – Avoid vague statements like You need to work harder. Instead, focus on specific behaviors that need improvement.
• Example: Instead of Your register work is sloppy, say, I've noticed you've been making a few errors when giving change. Let's go over the process again so you feel more confident.
• Focus on behaviors, not personalities – Keep the feedback about actions, not personal traits.
• Instead of, You're lazy, say, I've noticed you've been finishing your shift tasks late. Let's figure out what's causing the delay and how we can speed things up.
Constructive feedback should be clear, direct, and solution-focused. Employees are more likely to respond positively when they understand what needs improvement without feeling attacked.
2. Holding Performance Improvement Conversations
When an employee's performance doesn't meet expectations, a simple correction might not be enough. A one-on-one performance conversation may be necessary to set improvement goals and provide support.
• Use a calm, private setting – Never address performance issues in front of other employees. Pull the employee aside to discuss concerns respectfully and confidentially.
• Set clear improvement goals – The employee needs to know exactly what needs to change, by when, and how success will be measured.
• Example: I need you to arrive on time for every shift for the next two weeks. If you're running late, you must notify me at least 30 minutes before your start time.
• Offer support and resources – Sometimes, employees struggle because they need additional training or resources. Offer coaching, shadowing opportunities, or schedule flexibility if appropriate.
Performance improvement conversations should be clear, goal-oriented, and supportive. The objective is not to punish the employee but to help them succeed.
3. When Disciplinary Action is Necessary
Sometimes, coaching and feedback aren't enough, and performance issues continue despite multiple discussions. In these cases, following proper disciplinary steps is important.
• Understand store policies and HR guidelines – Before taking disciplinary action, make sure you understand company policies. Some actions may require formal documentation or HR involvement.
• Give verbal warnings first – Start with a verbal warning when an issue arises. Document it for reference, even if you don't issue a formal write-up.
• Use written documentation if issues persist – If an employee continues to struggle, a written warning should outline the problem, previous attempts to correct it, and expected improvements moving forward.
• Make disciplinary action a last resort – Firing an employee should always be a last step, used only when all other corrective measures have failed.
Disciplinary action should be structured, documented, and fair. Your goal is not to fire employees but to give them every chance to improve before making difficult decisions.
Closing Thoughts on Feedback & Performance Management
Giving feedback and handling performance issues may not always be easy, but it creates a more accountable and effective team when done correctly and consistently. Employees deserve clear expectations, fair opportunities to improve, and recognition when they do well.
Next, we'll wrap things up by discussing how to build a culture of accountability so that performance issues become less frequent and employees take ownership of their work.
VI. Creating a Culture of Accountability and Growth
Giving feedback and addressing performance issues are essential leadership skills, but the ultimate goal is to build a workplace where employees take ownership of their responsibilities without constant intervention. That's where a culture of accountability and growth comes in.
As an assistant manager, you have the power to shape the store's culture—how employees communicate, how they handle challenges, and how they develop over time. A strong culture of accountability leads to better teamwork, higher performance, and a store that runs smoothly even when you're not there.
Let's break down three key strategies for fostering accountability and continuous growth in your team.
1. Encouraging Open Communication
A healthy work environment starts with open communication. Employees should feel comfortable discussing challenges, asking for help, and providing feedback—without fear of punishment or judgment.
• Encourage employees to speak up – Make it clear that concerns, mistakes, and challenges should be addressed early, not ignored.
• Hold regular check-ins – Take time to ask employees:
• How's everything going?
• Is there anything you need help with?
• Are there any challenges you're facing?
• Be approachable – If employees feel comfortable approaching you, you can resolve problems before they escalate.
Open communication builds trust and keeps performance on track. Employees who feel heard are more likely to be engaged and take responsibility for their work.
2. Leading by Example
You can't expect employees to be accountable and professional if they don't see the same behavior from leadership. The best way to create a culture of accountability is to model the behavior you want to see.
• Demonstrate professionalism – Show up on time, follow store policies, and treat customers and employees respectfully.
• Be a team player – Step in when the store is busy, help restock when needed, and be willing to work alongside employees.
• Stay consistent – If you hold employees to high standards, you must hold yourself to those same standards.
Employees pay attention to their leaders. If they see consistency, fairness, and professionalism, they will be more likely to follow suit.
3. Continuous Improvement
A great team doesn't just maintain standards—they strive to grow and improve. Employees should see performance management as a way to develop their skills, not just as a process for addressing mistakes.
• Offer training and mentorship – Give employees opportunities to expand their knowledge and take on new responsibilities.
• Encourage cross-training – Employees who learn multiple roles feel more confident, more valuable, and more engaged.
• Show that development matters – Recognize employees who improve over time and create opportunities for advancement.
Performance management isn't just about correcting issues—it's about helping employees grow and succeed. When employees feel invested in, they are more likely to stay engaged and committed to their roles.
Closing Thoughts on Accountability & Growth
Building a culture of accountability takes time, but it starts with open communication, leading by example, and investing in employee development. When employees feel valued, heard, and supported, they take greater ownership of their work, which leads to a stronger, more successful store.
Next, we'll wrap up real-world examples of how great conflict resolution and performance management leadership has transformed struggling teams into high-performing ones.
VII. Case Studies and Real-World Examples
We've covered the strategies and techniques for handling conflict and managing performance, but how do these skills play out in real-world situations? Let's look at two case studies—resolving an employee dispute and turning around an underperforming team member. These examples show that challenges can become growth opportunities with the right approach.
Case Study 1: Resolving an Employee Dispute
The Problem:
Two employees were constantly arguing over shift scheduling. One employee felt they were always assigned to closing shifts, while the other preferred mornings. This ongoing conflict led to tension on the floor and affected store morale.
The Solution:
Instead of ignoring the issue or making a one-sided decision, the assistant manager facilitated a meeting where both employees could express their concerns. After listening to both sides, the manager implemented a fair, rotating schedule that balanced preferences while meeting business needs.
The Outcome:
• The employees felt heard and respected, leading to improved morale.
• The new schedule reduced tension and resentment, making shifts smoother.
• Other team members noticed the fair approach, reinforcing trust in management.
Sometimes, conflicts aren't about the issue itself but about feeling unheard. By creating space for open communication and finding a fair compromise, assistant managers can resolve disputes while improving team relationships.
Case Study 2: Turning Around an Underperforming Employee
The Problem:
An employee had frequent tardiness and received low customer service scores. Their attitude seemed disengaged, and customers complained about their lack of attentiveness at the register.
The Solution:
Instead of immediately resorting to disciplinary action, the assistant manager scheduled a private coaching session with the employee.
• They discussed specific concerns and how they affected the store and the team.
• The manager asked open-ended questions: Is anything preventing you from arriving on time?
• It turned out the employee was struggling with transportation issues in the mornings.
• The manager offered schedule flexibility—switching them to later shifts when possible—while setting clear expectations for improvement.
• They also provided additional customer service training to help the employees feel more confident at the register.
The Outcome:
• Within three months, the employee improved their attendance and became one of the top-performing cashiers.
• The customer service scores significantly increased, and the employee's confidence grew.
• This success story boosted team morale, as other employees saw that leadership was fair and invested in development, not just discipline.
Underperformance isn't always about laziness or bad attitudes—sometimes, it's about barriers that can be addressed through conversation, support, and clear expectations. A coaching-first approach can turn struggling employees into high performers.
Final Thoughts on Real-World Applications
These case studies highlight a crucial lesson: Managing people is about more than just enforcing rules. Whether resolving a dispute or helping an underperforming employee improve, your leadership approach can turn challenges into success stories.
When you listen, set clear expectations, and provide support, you build a stronger, more engaged, productive, and motivated team to succeed.
Let's wrap up with a final recap of today's episode and some key takeaways you can apply in your store starting today.
VIII. Conclusion
Today, we explored two essential leadership skills for convenience store assistant managers—conflict resolution and performance management.
• We broke down the common workplace conflicts you'll likely face and how to handle them professionally before they escalate.
• We discussed effective performance management strategies, from setting clear expectations to recognizing good performance and correcting poor performance fairly.
• Finally, we looked at real-world examples showing how good leadership can turn challenges into opportunities—whether it's resolving disputes between employees or helping a struggling team member improve.
Conflict and performance issues are part of any workplace, but your leadership makes all the difference as an assistant manager.
How you approach these challenges directly impacts your team's morale, employee retention, and customer service. The best leaders don't ignore conflict or micromanage performance—they manage both effectively, creating a work environment where employees feel valued, supported, and motivated to succeed.
When you lead with confidence, fairness, and open communication, you help build a stronger, more engaged team, which benefits everyone, from your employees to your customers.
Before you go, think about a recent workplace challenge you faced.
• How did you handle it?
• What worked well?
• What could you have done differently?
Start applying the strategies we discussed today to become a stronger leader. Small changes in how you communicate, give feedback, and resolve conflicts can greatly impact your store's success.
I'd love to hear your thoughts! Share your experiences with conflict resolution and performance management—whether it's a success story or a lesson learned. Post them on social media or in the comments to learn from each other.
Thanks for listening, and I'll catch you next time!
Oh, and before I go, here are some questions for you to consider:
1. Why is it important to address workplace conflicts early rather than let them resolve independently?
• This question checks the listener's understanding of how unresolved conflicts can escalate, impact store morale, and affect productivity. It also encourages them to reflect on their experiences and consider proactive conflict resolution's benefits.
2. How can an assistant manager balance holding employees accountable while creating a positive work environment?
• This question promotes critical thinking about leadership styles, particularly enforcing expectations without fostering resentment. It encourages the listener to consider strategies such as clear communication, constructive feedback, and recognizing good performance.
3. What are some effective de-escalation techniques for handling a frustrated customer, and why do they work?
• This question ensures the listener remembers key techniques like staying calm, listening actively, and using neutral language. It also challenges them to consider why these techniques effectively diffuse tension and improve customer interactions.
4. How would you handle an employee who continues to underperform despite receiving feedback and coaching?
• This question applies real-world problem-solving skills, requiring the listener to consider additional training, performance improvement plans, or disciplinary action. It reinforces the importance of addressing issues fairly and strategically rather than reacting emotionally.
5. Think about a time when you received constructive feedback—what made it effective (or ineffective), and how did it impact your performance?
• This encourages self-reflection and helps listeners connect their experiences with effective feedback practices. It also highlights how feedback is delivered and how it can influence motivation and performance.
These questions go beyond simple recall—they require application, reflection, and problem-solving. They help assistant managers internalize the key lessons from the episode and start thinking about applying them in real-world situations.
Thank you for tuning in to another insightful Survive episode from C-Store Center. I hope you enjoyed the valuable information. If you find it useful, please share the podcast with anyone who might benefit. Again, I'm Mike Hernandez. Goodbye, and see you in the next episode!
Survive by C-Store Center is a Sink or Swim Production.