Use conflict resolution tips to deal with customer and employee conflict. What is the definition of conflict? Is conflict theory useful? How to be a leader in your business and manage conflict?
Conflict can be good for your business; from the perspective that it can encourage adapting, evolving and growing the organization (rather than just accepting the status quo).
Conflict can help businesses to change and adapt.
Conflict theory states that conflict arises when an individual's role in the organization (or society) is threatened. (Wars also arise from this premise.)
Small business is not war (even though it might seem that way sometimes) so it is important to manage conflict effectively so that it does not create an unhealthy, stressful climate.
If the conflict is understood, it can be effectively managed by reaching a consensus that meets both the individual's and organization's needs.
This results in mutual benefits and strengthens the relationship. The goal in resolving issues is for all to "win" by having at least some of their needs met.
A). Employee Conflict Perspective:
B). Angry Customer's Perspective:
From a customer perspective, if you don't take charge of the conflict you will very likely lose the customer. From an employee perspective, if you don't take charge of the conflict the employee will leave the company or, even worse, will stay as an unhappy, non-productive and disgruntled worker.
If you are finding it is a challenge for the individuals to see each other's perspective, encourage them to try to take on the other individual's role. For example, if the issue is between your customer service management team and your front office management team, perhaps they can switch jobs for a day, or shadow each other to better understand each other's issues.
Conflict is part of life and it can be, and should be, healthy. As business owners, we want to hear other perspectives and opinions, and use those differing perspectives to build stronger, healthier businesses. Conflict that is unattended or ignored can become bad for business growth; and even worse for the people involved.
Use these conflict resolution tips however recognize that it is possible to never come to resolution on some conflicts (look around the world to see the truth of that statement).
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