Workers management conflicts at small businesses

As I start with my new work assignment with a new company and in a new country, I will again share my experience of managing small businesses.
Right now I am in the State of Qatar, small country in the Arabian Gulf region and one of the contenders to host the 2016 Olympic Games.

My first assignment as business development manager with my new company is to resolve a labor dispute between a group of mechanics and the management.

As the case with many small businesses around the world, most of the small companies don’t have clear guidelines for new employees nor there a clear job description for the current employees.

The issue I am having at hand is dealing with the mechanics complaining that the company is not providing them with what they were promised and the management complaining that the mechanics demands never ends and they have no respect for the company’s policy or a respect for its staff members.

The firs thing I requested form all parties involved is to have a general meeting with me to hear from everyone involved in the case, I want to start by having a fresh look at the whole problem.

Meanwhile, I have instructed my direct staff to work on the followings:
1-Develop employee’s handbook that details in particular “employee-management relations.”
2-Re-write the current contract with the mechanics to the level accepted by all parties involved.
3-Write complete job description, skills set and duties of every employee. One of the issues that led to the current conflict is that no one is ready to take the responsibility during time of crisis.

This is the immediate steps I took to resolve the current conflict; I will keep posting about any new developments as they happen.