Conflict and Difficult People

Conflict is part of any fast-paced school nutrition operation. Whether it’s personality differences, work assignment changes, or over job responsibilities, tensions often arise. But great leaders don’t avoid conflict—they manage it before things escalate.

The first step is understanding why conflict happens: stress, miscommunication, and unclear roles are common culprits. When managers recognize these triggers, they can respond with a plan instead of reacting or becoming defensive. Setting clear expectations helps everyone understand their role.

Don't avoid conflict, it will only grow.

Dealing with difficult or angry people begins with staying calm. I know, it's easier said than done and it takes practice and patience. Effective leaders listen without interrupting, acknowledge the person’s emotions, and focus on the behavior—not the personality. Set clear, respectful boundaries, and redirect the conversation toward solutions rather than blame. Once a solution has been agreed on, check in with the employee and follow up to show support and ensure the solution is taking place.

In moments of conflict, your tone sets the tone. Be calm, consistent and fair. Don’t engage in gossip or power struggles.

It takes courage to address conflict. Listen, set boundaries and work toward a solution.

Sometimes, it’s your own mistake that causes tension. That’s where humility becomes your greatest leadership strength. Saying, “I’m sorry,” doesn’t weaken your authority. It shows that you hold yourself accountable, too. Saying, “I don’t know,” isn’t a failure, it’s a sign of integrity and willingness to learn. These simple phrases tell your team you’re human, honest, and it will earn their respect. Humility allows leaders to defuse tension, repair relationships, and grow stronger teams. People don’t expect you to be perfect. But they do want you to be real.

So when conflict shows up in your kitchen—address it with courage. Difficult people deserve to be heard—they need a leader. In the end, it’s not perfection your team needs—it’s a steady hand to lead with humility and integrity. That’s how great kitchen cultures are built.

Making sure everyone has a clear understanding of their job is the first step to eliminate conflict.