Conflict Management – staff, customers and suppliers
In every walk of life, conflict is inevitable. But it cannot be sustained without adverse consequences. Internally, it leads to bad feeling, alternative agendas, lack of co-operation, selfishness, and creative work avoidance. It is the key reason why people look for work elsewhere.
Similarly, conflict with customers is never healthy; ambiguous product or service descriptions can irritate and lead to bad feeling. Customers’ expectations are often not met and it’s not healthy for them to have grudges or a feeling of injustice. Unless conflict is managed, you are losing business.
Few people go out of their way to look for an argument, but many may feel cheated or make a stand to defend their view to the bitter end, partly to save face. How your company handles people, whether they are right or misguided, will define you and your reputation.
Conflict with customers badly handled often leads to bad publicity through the media and instantly, perhaps even virally, through social media. Everyone today can have their say. It needs to be managed sensitively and quickly. It is vital to manage customer perception, to regain their confidence and bring the situation back under control.
There are no winners or losers in conflict. No one likes to be told they are wrong or to be made to look a fool. The only real measure of success is that customer feels she has been treated fairly and with respect. Issues handled well can actually help companies to gain favour.
Our coach has worked with conflict throughout his working life. This knowledge will be shared and discussed so that each of your team feels capable and empowered to deal with conflict. Having mastered handling difficult situations, helping customers is certainly rewarding.
BENEFITS FOR THE ORGANISATION
To develop your team to being highly competent at handing internal and customer conflict will mean that no one will see conflict as a threat or as unpleasant work. Putting things right should be seen as a privilege. We help change mind-sets.
WHO IS THIS COURSE FOR?
All staff needing to work with others more effectively and all those talking with customers or suppliers.
WHAT YOU WILL LEARN?
- Identify the key components present in all confrontations
- Use tools and structure to identify positions, point of disagreement and the root cause of conflict
- Building your confidence
- Keeping an ‘eye on the prize’
- Seeking stepped agreement in the conversation
- Active listening
- Open questioning
- Voice – tone, pace, words
- Maintaining composure when responding to conflict and aggression
- How to stay calm and manage angry people
- We touch on body language – how to read the signs