Introduction
Conflict is a major concern in both your personal and working life. If not dealt with quickly, tactfully and efficiently conflict could lead to serious confrontation and/or a complete breakdown of relationships. It could even lead to violent and dangerous situations.
A conflict could stem from a minor complaint that was not resolved and left to fester. This could then gradually grow into an insurmountable problem. A conflict can be as innocent as sibling rivalry – arguing over a toy – to a dispute with a customer or colleague over a product, service or procedure to a war between countries in extreme cases.
There will be times during the course of a working life where you will have to deal with complaints and conflicts. Your successful handling of these situations will have a direct bearing on you and your organisation’s reputation for customer service and its continued success.
What causes conflict.
Conflicts normally occur when people have different ideas and believe they have the superior view point. This is particularly true of conflict in the workplace – between colleagues and/or management. The issue becomes one of power, of gaining control or of ‘being proved right’. To resolve this type of conflict it is necessary to move from the power clash, to one of service and responsibility – to work for Guns for sale Germany the good of the group rather than individuals within it. In resolving a conflict it should be more important to make sure that both parties needs are met rather than winning the argument.
Conflict can also be caused by a lack of communication or by a failure to recognise the needs of another person. Whatever the scenario, the main component in conflict is misunderstanding. These misunderstandings can occur due to differences in age, culture, race or religion. Conflict situations can include customer related issues, misunderstandings or communication barriers or Conflict among work colleagues.
Conflicts due to customer related issues.
A complaint, no matter how trivial it might sound to you, is legitimate in the eyes of the customer and must be taken seriously. Customers come into your organisation to do business. They have a need and they believe (or hope) that you will be able to fulfil that need. They are willing to pay you for your time, effort and service and they expect your full and undivided attention. If they do not receive this attention or a satisfactory product or service, then they are not receiving value for their money and then have every right to complain.
Conflicts arising out of customer related issues could include;
- problems or faults with services or products. The customer has not received the quality of service or product that they expected and are unhappy enough about it to complain. A complaint of this nature can be fairly easily resolved if the parties involved are prepared to communicate and compromise.
- delays or poor timing of product or service supply. The customer has been kept waiting longer than expected or advised for their product or service and, as in the point above, become upset at the delay. Delays can cause a great deal of inconvenience for customers, particularly if they have made time to be on hand and are then disappointed.
- difficult or demanding customers. Some customers are hard to please and are, by nature, very demanding and aggressive. If they are not handled carefully they could, potentially, become threatening.
- drug or alcohol related issues. These could include being refused entry or ejection from premises due to their condition and the risk they represent to other customers or staff.
Conflicts due to misunderstandings or communication barriers.
No two people are exactly alike – not even twins. People have different points of view brought about by the many influences on their lives.
These influences include;
genetics – the things that we inherit from our parents and over which we have no control. These things might involve the colour of our eyes and hair to our health.
upbringing – which involves the way in which our parents raised us and the values they instilled in us.
culture and religion – this influences the things that we believe to be true and the customs and traditions we follow
economics – our view on life can be strongly influenced by our economic situation, whether we are financially comfortable or struggling to make ends meet.
education – our level of education will also have a large impact on what we think and how we view the world.