4 Steps Leadership Can Take to Resolve Workplace Conflicts in Propane Companies

Dae Park had been running his family’s propane business for over 20 years, and he prided himself on having a loyal team. But recently, things had changed. Workplace conflicts were high between his two top delivery drivers, Matteo and Tonya. Matteo, an industry veteran, felt Tonya didn’t respect his years of experience. Tonya, on the other hand, was frustrated that Matteo resisted using the new routing and tank monitoring software, which she believed would reduce unnecessary deliveries and improve efficiency. 

Their constant bickering led to missed scheduled fills, frustrated customers running low on propane and tension in the office. 

Dae knew if he didn’t step in soon, he could lose one — or both — of his best employees. But how could he resolve the conflict without taking sides? 

Understanding the Real Cost of Workplace Conflict

Dae’s situation wasn’t unique. Many propane dealers experience similar workplace conflicts, and when left unresolved, they can lead to: 

• Decreased efficiency: Matteo and Tonya’s inability to work together resulted in dispatch confusion, inefficient routes and missed stops. 
• Higher turnover: If one of them quit, Dae would have to recruit and train a new CDL-certified propane driver — a process that could take months given the nationwide driver shortage. 
• Customer impact: Several long-time customers, including local farms and commercial accounts, had already complained about late deliveries, which put essential heating and business operations at risk. 

The longer conflicts linger, the more damage they do. But by addressing them early, business owners can turn friction into an opportunity for improvement. 

Common Sources of Conflict in Propane Dealerships 

Conflicts in a propane business often stem from: 

• Miscommunication in scheduling: Changes in daily delivery schedules due to weather, road closures or tank levels can lead to confusion. 
• Technology vs. tradition: Experienced drivers may resist digital dispatching and tank monitoring systems, preferring manual route planning and customer calls. 
• High-pressure work environment: Winter demand spikes can cause stress and burnout, leading to short tempers across operations. 
• Customer service vs. efficiency: Some employees prioritize long-time customers with personal relationships, while others focus on reducing costs and increasing delivery efficiency. 

In Dae’s case, the root issue was a mix of resistance to new technology and personality clashes; Matteo felt devalued, and Tonya felt unheard. 

Proactive Strategies to Reduce Conflict Before It Starts 

To prevent these situations, propane business owners should: 

• Set clear expectations: Every driver should understand how schedules are built, why tank monitoring technology is being implemented and how customer needs are prioritized. 
• Improve communication channels: Use daily huddles with dispatch, text alerts for schedule updates and a clear chain of command to reduce confusion. 
• Balance technology with experience: Encourage seasoned drivers to share customer insights, while newer employees highlight efficiency improvements. 
• Provide training on new systems: Offer hands-on training for tools like real-time delivery tracking, digital dispatching and automated refill alerts to ease the transition. 

Had Dae involved Matteo in early discussions about the new routing software, he might have built buy-in rather than resistance. 

How to Resolve Conflicts When They Arise 

Step 1: Identify the Root Cause 

Dae pulled Matteo and Tonya into his office separately to hear both sides. Matteo felt his knowledge of long-time customers was being ignored. Tonya felt Matteo’s reluctance to adopt smart routing and tank monitors was causing inefficiencies. 

Step 2: Encourage Open & Respectful Dialogue Between Employees 

Instead of letting frustration fester, Dae facilitated a structured conversation between the two team members. He made it clear that both experience and technology matter in propane delivery; the goal wasn’t choosing one over the other but combining them for the best service. 

Step 3: Find a Win-Win Solution 

Dae suggested a compromise: Matteo would commit to learning the new software and try it on a trial basis. Tonya would work with Matteo to ensure customer-specific needs (like special delivery requests) were incorporated into the digital system. 

Step 4: Follow Up 

Dae checked in weekly to track improvements and acknowledged Matteo and Tonya’s teamwork when they successfully adjusted routes for an unexpected cold snap, ensuring no customers ran out of propane. 

When Tough Decisions Are Necessary 

If an employee refuses to adapt or creates ongoing disruptions, leadership must decide whether they are holding the company back. For Dae, addressing the issue head-on saved two valuable employees instead of losing them to frustration and resentment. 

The Role of Leadership in Conflict Resolution 

• Employees take their cues from leadership. If owners and managers embrace both experience and innovation, employees will follow suit. 
• Encourage open communication so employees feel safe voicing concerns before they escalate into full-blown disputes. By addressing Matteo and Tonya’s issue fairly, Dae reinforced a team-first culture that demonstrates how both industry knowledge and efficiency improvements are valued. 

Turning Conflict Into an Opportunity for Growth 

By resolving the conflict between Matteo and Tonya, Dae not only prevented further disruptions, but he also strengthened his team. 

The two drivers eventually became a more efficient duo, combining Matteo’s industry wisdom with Tonya’s tech-savvy approach to ensure faster, smarter deliveries. 

Instead of seeing conflict as a disruption, propane dealers should view it as a chance to strengthen teamwork, improve communication and enhance service reliability — all of which contribute to a more profitable and customer-focused propane business. 

Takeaways for Dealers 

• Technology vs. tradition: Instead of forcing change, involve veteran employees in discussions about new dispatch and tank monitoring systems to build buy-in. 
• Customer service vs. efficiency: Long-time customers expect personal service, but smart routing ensures on-time deliveries for all. Finding a balance keeps everyone satisfied. 
• Driver retention matters: CDL-certified propane drivers are hard to replace. Addressing conflicts early prevents unnecessary turnover. 
• Winter delivery pressures: Stress levels rise during peak season; proactive conflict resolution keeps operations running smoothly when demand surges. 

By implementing these propane-specific strategies, business owners can turn internal conflicts into stepping stones for stronger operations and better customer service. 

Transforming Conflict Into Strategic Opportunity 

In cases like Dae’s, addressing employee conflict is essential not just for maintaining daily operations but also for aligning with the company’s short- to mid-term strategic goals. Effective conflict resolution supports a business’s ability to scale and build a sustainable, resilient operation. 

It’s about laying a solid foundation today that prepares the business for future challenges and opportunities, ensuring it can adapt and thrive no matter the circumstances. 

Leadership’s role in fostering an environment of trust, respect and collaboration becomes a core component of building a culture that attracts top talent and encourages a commitment to collective goals. 

When employees are aligned and motivated, the entire organization is poised for success, which directly influences its capacity for both growth and resilience.

Interested in applying these principles in your business? Download a free Management Synergy and Teamwork Guide. This guide is filled with practical tips and strategies to improve team dynamics and operational efficiency. Equip yourself with the necessary tools to ensure your business is robust, adaptable and ready for whatever the future holds.