Keep Workplace Conflict in Check
It pays to know how to apply conflict-resolution skills internally as well as with customers.
(Mountain Lakes, NJ, 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 it’s 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 coworker’s 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 you’re 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 that’s best for all involved.
About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The group’s materials include The Customer Communicator newsletter, training guides, DVDs, and Customer Service Week celebration materials.