April 20, 2017
The impact of conflict in the workplace can be devastating to the reps involved, to colleagues, and to customers.
Conflict is top of mind right now because April is Workplace Conflict Awareness Month. And its the perfect time for frontline service reps brush up on their conflict resolution skills.
In the April issue of Customer Communicator newsletter, Editor Bill Keenan provides reps with the following quick-tips for getting past the emotion to resolve internal conflicts.
- If a dispute is starting to get emotional, pause for a moment to regain control and to remember not to take things personally.
- If the volume of your voice or your coworkers gets out of hand, try lowering your voice and speaking in a soft, easy tone.
- Use “I” statements rather than “you” statements to make your points and to avoid sounding like youre blaming the other person.
- Offer solutions, but be willing to remain flexible and open to consider all options.
- Restate what everyone has agreed to and remember that the goal is finding the solution thats best for all involved.
Todays checklist …
- Step in only when needed. The ideal situation is one in which reps are able to resolve internal issues without management intervention.
- Consider formal training before small issues become big problems. The DVD Conflicts in the Workplace: Sources & Solutions, discusses the common causes of workplace conflict and provides positive techniques for resolution.
- Subscribe to Customer Communicator newsletter so that you and your frontline staff can receive monthly ideas, information, and inspiration on improving the service experience each month.