Workplace Conflict Resolution: Roy Smith On How Team Leaders Can Create The Right Environment To Resolve Conflicts
An Interview With Eric Pines
Explain your decision to them so they understand how and why you have reached that conclusion.
An important component of leadership is conflict resolution. Why is conflict resolution so important? How can leaders effectively incorporate conflict resolution into their work culture? In this interview series called “Workplace Conflict Resolution: How Team Leaders Can Create The Right Environment To Resolve Conflicts,” we are talking to business leaders who can share insights and anecdotes from their experience about how to implement Conflict Resolution at work. As part of this series, we had the pleasure of interviewing Roy Smith.
Protecting others has always been his passion. Executive Protection Specialist and CEO Roy Smith’s mission is to ensure people stay safe. His career in law enforcement has laid the foundation for his exceptional expertise in the security industry. His experience spans diverse roles. Roy worked with high-threat criminals — was a Gang Task Force Officer on the southern border of Texas. He was assigned to multiple Texas and Federal task forces to combat gangs, drug trafficking, etc. His goal at that time was to protect the community. Then Roy went into the Executive Protection field, graduated top of his class from one of the most renowned academies in the US, and won a prestigious award.
Security is not a luxury; it’s a necessity. Roy Smith understands this principle and has dedicated his life to ensuring the safety and well-being of those he serves. As the CEO and Executive Protection Specialist at Viking Executive Protection Solutions and Owner of Viking Tactical Security Group, Roy offers top-tier concierge executive protection services to high-net-worth clients and high-threat security to media networks, at events, or in workplace violence cases. In addition to personal security, Viking provides assessment and situational awareness classes to empower individuals with essential knowledge and skills.
Thank you so much for joining us in this interview series. Before we dive into our discussion, our readers would love to “get to know you” a bit better. Can you share with us the backstory about what brought you to your specific career path?
As a basketball player in high school, I always wanted to join the UNLV team in Las Vegas. I researched what their major component was for their college, which was hotel management, and I was all in going into this industry just to play on the team. Until I learned what it means to be a hotel manager. I decided to study Criminal Justice instead. However, later I realized after I got my master’s degree I had protected people since I was in Elementary School when kids were bullied. My goal has always been to keep others safe from injustice and danger. That was and still is my true passion. I was also fortunate enough to have a great Mentor. He showed me the next level of protection beyond the Agencies, which was Executive Protection. He is one of the greatest men that I have met in my life, and I would not be where I am without him.
Can you share the most interesting story that happened to you since you started your career?
Probably when I was offered to become part of a country’s take-over. It was at a time when I worked for the Department of Homeland Security, and I served in the capacity of an Aviation Deportation Officer. Our tasks often involved flying High-Risk Targets to undisclosed locations. A “Target” is the term for someone who is suspected of having committed a crime or is believed to be involved in activities that warrant close attention from law enforcement or security agencies. In regard to our department, it was usually an individual who might be involved in activities such as terrorism, organized crime, or other forms of serious criminal behavior.
On one occasion, one of the targets initiated a conversation with me and another agent. He commended our professionalism and the efficiency with which we executed our jobs. He shared that he was soon to assume a high-ranking position in his government upon returning to his home country and expressed his desire for us to work for him directly. He promised that we would live in luxurious homes, almost akin to mansions, complete with servants, and receive substantial salaries.
We both smiled and thanked him but respectfully declined his offer. Given the nature of our roles, we frequently encounter attempts at bribery and consider his proposition as such — just fabrications and conversation. However, upon our landing and handing him off to another agent, we discovered he was indeed slated to take over his country upon return. So it turned out his proposition wasn’t a fabrication after all.
Can you please give us your favorite “Life Lesson Quote”? Do you have a story about how that was relevant in your life?
“How do you know you can handle adversity if you have never faced it.”
Life faces you with challenges all the time. Some people are born with privilege and never know how to navigate it when it happens. They have people handle or take care of the situation for them. But if you have faced adversity and overcame it through hard work, faith, and determination, you not only resolve the situation but also create a belief system within yourself that you can handle situations. This is real life. We fall so we can learn how to pick ourselves up. These situations are what make you strong. I teach that to my kids and share this with anyone that is struggling.
Life constantly presents us with challenges. Some individuals are born into privilege, and families try to keep any obstacles away from them. Or they have people handle or take care of the situation for them.
Because of that, they may not know how to navigate these challenges or deal with conflicts when they arise because they have never learned how. When we encounter adversity, however, we learn to overcome it through diligence, faith, and determination. We not only learn to solve the situation but also create a belief system within ourselves that reassure us of our ability to handle future trials. This is the essence of real life. We stumble and fall, only to learn how to rise again. It’s these situations that fortify our resilience — that make us strong AND help us find different ways of resolving conflicts in our personal life or at work. I teach this wisdom to my kids to make sure they grow up to become strong adults and are prepared for life, and I offer the same advice to anyone grappling with hardship.
What do you think makes your company stand out? Can you share a story?
The desire to listen to our clients and provide a service that truly resonates with them is paramount. As a business owner, I don’t impose my preferences but strive to meet the specific needs of the client. We adopt a personal approach with our clients to foster stronger relationships between them and our agents. We created different Services, apart from our normal Executive Protection and High-Threat Services for Corporations and Entrepreneurs or at events, based on our client’s specific needs — because we listened to what was truly bothering them.
Parents, for example, are always concerned about their kids’ safety. However, when they are older though they want to become more independent. So, we created the “Chaperone Protection Service” Our agents ensure the group’s safety by driving them to their destination and monitoring the environment to mitigate the risk of altercations or potential “roofie” incidents in case they go to a club. So, parents can trust Viking’s agents to watch over their kids without feeling like they’ve hired a babysitter.
Then clients told us they wanted to attend social gatherings such as meetings, dinners, red carpet, or sports events. However, they do not want to go alone or make sure they can focus on themselves and their entourage. This is how the Entourage Protection Service was born.
We also offer a special Courier Service for uncomfortable situations like retrieving items from former employees or partners and a fast-responding Viking Emergency Response Team (VERT), which has proven invaluable for HR, Media Networks, and the Hospital industry.
One of the things that truly sets us apart is my personal involvement in service delivery. I periodically work details myself to maintain a connection with our clients and to get inspired for service improvements. This has led to memorable experiences. For example, one of our clients is a CEO, and I distinctly remember our first meeting with her and her husband. Their warm and friendly greeting set the tone for three days of wonderful interaction. Now and then, I executed my duties, ensuring their safety and their friendly interaction made me feel almost like a family member. Now, whenever she requires our services, I go out of my way to ensure she experiences that same level of comfort and familiarity each time.
You are a successful business leader. Which three-character traits do you think were most instrumental to your success? Can you please share a story or example for each?
Professionalism: We prioritize everything from our agents’ bios and appearance to their punctuality. Our clients can choose which agent they want to work with. Our team is well-prepared and has a thorough understanding of their jobs and related tasks.
Accountability: We aim to fully comprehend every aspect of the service request, familiarize ourselves with the location, and prepare for all potential situations. We are punctual and always prepared to adapt to any changes.
Customer Service: This is one of our most vital attributes. All our agents possess excellent communication skills, knowing when to engage in conversations and when not to. We also strive to accommodate all client requests, no matter how big or small, if it doesn’t compromise the security and safety of the client.
Leadership often entails making difficult decisions or hard choices between two apparently good paths. Can you share a story about a hard decision or choice you had to make as a leader?
I was put in a situation where I was forced to choose between retaining a competent employee on a project or dismissing him. Our team has a solid bond, and I am loyal to the team. The client was keen to utilize our services but wanted to avoid this one employee being involved in any capacity, not even as a consultant. I valued my employee for his good work, but the client’s preferences had to be considered because there were more officers on the team that have families to feed as well, and since we listened to our clients, we wanted to accommodate them. Consequently, I had to decide. I had a discussion with the employee and opted to respect the client’s wishes. I explained the situation to him, expressing my discomfort with the choice I had to make but emphasizing the necessity of a decision. The employee understood the circumstances, and we proceeded to execute the job for the client.
Ok, thank you for that. Let’s now jump to the primary focus of our interview. Let’s start with a basic definition so that all of us are on the same page. What does Conflict Resolution mean?
For everyone, it may mean something different based on their industry and the way they perceive situations. Resolving a conflict means to me identifying, addressing, and effectively settling a dispute or disagreement between two or more parties. To do so, you need to listen, be clear on communication and negotiation, and find a mutually agreeable solution that maintains a positive relationship between the parties involved.
Conflict resolution is a fundamental aspect of our daily operations in the executive protection industry. Our job involves ensuring our clients’ physical safety and navigating and mitigating interpersonal and organizational conflicts that could pose potential threats or disruptions.
For instance, we might be managing conflicts between a client and their staff, among the client’s team members, or even between our own team and the client’s staff. These conflicts could range from disagreements over security procedures to more personal disputes. It’s crucial that we quickly and effectively resolve these conflicts to maintain a secure and smooth-operating environment. The goal for any security officer is to resolve a conflict before it escalates.
Also, conflict resolution is important within our own teams. Given the high-stress nature of our work, disagreements or misunderstandings can arise among our personnel. By resolving these issues promptly and professionally, we ensure our team remains unified and focused on providing the highest level of service to our clients.
As you can see, the ability to resolve conflicts effectively is a critical skill in our industry, contributing significantly to our operational success and the satisfaction of our clients.
What are some common misunderstandings about Conflict Resolution that are important to clear up?
I believe that a misunderstanding about conflict resolution is that people think that to agree to a resolution, you must convince the other person of your way of thinking. Almost like: “My way or the Highway.” Or the other person giving in and eventually being frustrated because that is not what they wanted to do. Which can create even more conflict and worst-case scenario, result in them becoming violent. Both ways are ultimately false. You want to come to an understanding that both parties are satisfied with and can understand and accept the final outcome.
This might be intuitive to you, but it will be helpful to clearly express this. Can you please explain why it is so important for leaders to learn and deploy conflict resolution techniques?
In today’s society, it seems that individuals can’t express differing points of view or opinions. At least not without it escalating into a full-blown fight, argument, or name-calling session. For example, in the US, there have always been differences, and that diversity is part of what makes it great. However, when we cease to allow people to be different and express who they are, we risk losing our way. Leadership shouldn’t adhere to that previously mentioned “My way or the highway” mentality; there needs to be room for compromise and rational thinking. We look up to our leaders, and today’s leaders need to return to a place of integrity and morals that are respected and honored. Unfortunately, some of today’s leaders have lost their way, sacrificing their morals and integrity for greed and personal ambition. As a result, I believe it’s challenging for them to effectively employ conflict resolution methods, as people can’t trust their word due to this perceived loss of moral integrity.
On the flip side, what happens to a work culture when there is not an effective way of resolving conflict? How does it impact employees?
You will have chaos and dissension among your employees, and that is not good for a work environment or culture. Both will suffer, and eventually, it will affect productivity, revenue, and so forth. IF there is any work culture, it will die. If you do, however, have a work culture, you most likely have already created or are working on effective ways to resolve conflicts. One way, for example, is to have help from outside. We sometimes bring K9 officers on site because people react differently towards them as if they would if there was only a human officer.
Can you provide examples of how effective conflict resolution has led to increased team performance, collaboration, or innovation within your organization?
I believe that every story has two sides. When I encounter a situation, I make an effort to hear both sides. I want to give each officer a chance to present their perspective. After listening to them, I consider additional information before resolving it. I make it a point to explain my decision and the reasoning behind it. This approach, I believe, fosters a better understanding among all involved parties. I feel that it enables the officers to work effectively, knowing that I will listen to their input and consider their suggestions for improving the situation and preventing similar occurrences in the future.
Ok super. Here is the main question of our interview. What are your “Five Ways Every Team Leader Can Create The Right Environment To Resolve Conflicts”? If you can, please share specific examples of a workplace conflict you’ve encountered, and how you applied conflict resolution techniques to address it.
Let me say first that creating a conflict-resolving environment isn’t about avoiding conflict altogether. It’s about ensuring your team can address conflicts openly, respectfully, and constructively when they do arise. It takes time and consistent effort, but the result is a more harmonious and productive team.
My 5 ways are:
1 . Listen — to make them feel heard.
2 . Reiterate what they have told you — to foster open communication.
3 . Express how their decision made a positive or negative situation — to build trust.
4 . Ask for feedback and ask them if they could’ve done it differently — to provide them with the tools to resolve conflicts.
5 . Explain your decision to them so they understand how and why you have reached that conclusion — lead by example. Be mindful of how you handle disagreements, how you communicate during conflicts, and how you work towards resolutions. Show respect for all opinions, listen carefully, and make fair decisions.
Here is an example:
1. Listen: During a team meeting, two colleagues disagreed about the best strategy to achieve a goal. I ‘listened’ to each of their points of view and allowed them to express their ideas fully.
2. Reiterate: I ‘reiterated’ their points, “So, Tom, you believe a conservative approach would be more efficient to achieve the goal while Susan, you think a more innovative approach would be more effective.”
3. Express: I ‘expressed’ how both strategies could impact the company: “Tom, your approach may provide a safe and predictable result, which the manager might appreciate. On the other hand, Susan, your innovative idea could potentially provide a greater return for the company but may also pose more risk.”
4. Ask for feedback: I asked, “Could there be a middle ground that integrates elements of both your strategies?”
5. Explain: Finally, I ‘explained’ the chosen resolution: “Based on our discussion, it seems that a balanced approach, combining safety with some elements of innovation, could work best for our company’s needs.”
In your experience, what are the most common sources of conflict within a team, and how do you proactively address these potential issues before they escalate?
Personality and cultural differences can sometimes create tension as well as frustration. Therefore, I aim to be attentive to how people interact with one another. If I perceive any potential tension, I strive to address it by inquiring about the issue and, if feasible, reassigning them to work with other officers. The same applies if a client is involved.
You are a person of great influence. If you could start a movement that would bring the most amount of good to the most amount of people, what would that be? You never know what your idea can trigger. 🙂
Helping children. They are our future. If we don’t invest in them or show them the goodness in people, we risk losing them. If we help them grow into strong adults, they can learn how to deal with or overcome adversity. A lot of people don’t know about it, but many children already have PTSD, which keeps being undetected, especially in the military and underprivileged kids. Everyone needs to do their part. We need more mentors and individuals of character to set the right examples of how to live and behave in society. There’s a lot of turmoil going on in the world. We, adults, aren’t doing enough to set good examples for everyone. Some leaders solely cater to their base, which is a recipe for division. As leaders, we need to promote unity. If you are unsure if you want to start your own movement because you don’t have the time or financial means, you know to become part of one. We are all one of one.
How can our readers further follow you online?
They can reach our high-threat Security Team online at www.vikingtsg.com and all social handles @vikingtsg.
For Executive Protection Services www.vikingeps.com or follow us on LinkedIn, Facebook, TikTok, and Twitter under @vikingeps and Instagram at viking_eps.
Thank you for the time you spent sharing these fantastic insights. We wish you only continued success in your great work!
About the Interviewer: Eric L. Pines is a nationally recognized federal employment lawyer, mediator, and attorney business coach. He represents federal employees and acts as in-house counsel for over fifty thousand federal employees through his work as a federal employee labor union representative. A formal federal employee himself, Mr. Pines began his federal employment law career as in-house counsel for AFGE Local 1923 which is in Social Security Administration’s headquarters and is the largest federal union local in the world. He presently serves as AFGE 1923’s Chief Counsel as well as in-house counsel for all FEMA bargaining unit employees and numerous Department of Defense and Veteran Affairs unions.
While he and his firm specialize in representing federal employees from all federal agencies and in reference to virtually all federal employee matters, his firm has placed special attention on representing Veteran Affairs doctors and nurses hired under the authority of Title. He and his firm have a particular passion in representing disabled federal employees with their requests for medical and religious reasonable accommodations when those accommodations are warranted under the Rehabilitation Act of 1973 (ADA). He also represents them with their requests for Federal Employee Disability Retirement (OPM) when an accommodation would not be possible.
Mr. Pines has also served as a mediator for numerous federal agencies including serving a year as the Library of Congress’ in-house EEO Mediator. He has also served as an expert witness in federal court for federal employee matters. He has also worked as an EEO technical writer drafting hundreds of Final Agency Decisions for the federal sector.
Mr. Pines’ firm is headquartered in Houston, Texas and has offices in Baltimore, Maryland and Atlanta, Georgia. His first passion is his wife and five children. He plays classical and rock guitar and enjoys playing ice hockey, running, and biking. Please visit his websites at www.pinesfederal.com and www.toughinjurylawyers.com. He can also be reached at eric@pinesfederal.com.
Workplace Conflict Resolution: Roy Smith On How Team Leaders Can Create The Right Environment To… was originally published in Authority Magazine on Medium, where people are continuing the conversation by highlighting and responding to this story.