What to do when there is tension on the Salon floor between staff? by Joe Cignetti

When you notice interpersonal tension between two salon team members, the first priority is to recognise and address it quickly. In a salon, atmosphere is part of what clients are paying for, so even subtle signs such as short, cold responses, avoiding eye contact, passive-aggressive actions, or sharp tones can create discomfort for clients. The moment you sense a pattern, act before it festers. If conflict surfaces on the salon floor, remove it from client view immediately. Politely but firmly tell the staff involved that the discussion will be handled privately, using a calm, neutral tone to avoid escalating the situation in front of clients.

Once off the floor, speak to each team member separately first. This allows them to express their side openly without the other present, preventing an immediate argument. Begin each conversation with neutral, factual observations for example, “I’ve noticed tension between you and [Name] that’s been visible on the floor” and then ask open questions like “When did this start?” or “What do you feel would help improve things?”

Listen carefully without reacting, as your goal is to collect facts, not pass judgment. From these individual talks, identify the root cause of the problem. Common triggers in salons include perceived unfair workloads, competition for clients or commissions, clashing personalities or communication styles, differing work ethics, or past unresolved issues. Separate personal dislike from professional behaviour, because while you can’t force friendship, you can enforce professional respect.

Next, bring both parties together for a mediated conversation in a neutral space, such as an office or quiet room. Allocate enough time so no one feels rushed and set ground rules: one person speaks at a time, behaviour is discussed rather than personality, and the focus stays on solutions rather than rehashing every grievance. As mediator, summarise each person’s perspective to show they’ve been heard, highlight points of agreement such as a shared desire for smooth shifts and happy clients—and ask them to commit to concrete actions to prevent future tension from surfacing during work.

From here, clearly restate and reset professional standards: all personal disagreements must remain off the floor, tone and communication must remain polite, help with duties should be given regardless of personal feelings, and clients must never witness tension. Follow up in writing to document the agreement, for example: “As discussed, we’ve agreed all work interactions will remain professional, disagreements will be raised privately, and both of you will support each other during shifts. I appreciate your cooperation in keeping our salon atmosphere positive.”

Over the next two to four weeks, monitor their interactions and acknowledge improvements as soon as you notice them, positive reinforcement often works better than punishment. If tensions resurface, escalate to formal disciplinary steps while keeping written records. Longer term, reduce the chance of repeat problems by creating a salon Code of Conduct that clearly outlines communication expectations, respect for shared spaces, and processes for raising concerns. Hold regular team meetings to catch issues early, offer occasional conflict resolution or emotional intelligence training, and organise light team-bonding activities to break down “us versus them” dynamics.

Finally, keep in mind a few salon-specific rules: clients always come first; avoid taking sides or showing favouritism; never correct or criticise staff in front of others; and apply expectations consistently to all team members. This approach protects your salon’s atmosphere, prevents client loss due to visible staff conflict, and strengthens your team culture over time. I hope this gives you a few ideas on how to deal with salon conflict.!