Dealing with conflict is something most of us want to avoid. Unfortunately, though, handling conflict can be a common challenge for those in customer-facing roles. The ability to effectively manage tough situations, stressed or even verbally aggressive customers, is a skill we can all learn and utilise in our work, home and family life.
We work with a wide range of organisation types across a variety of sectors, training and coaching staff on how to manage difficult situations with confidence. This training enables them to utilise their knowledge practically in their day-to-day roles to generate positive outcomes for themselves and the organisations they work for. Importantly, this also helps mitigate risk, maintain or even improve the company’s reputation, and restore customer satisfaction.
Here are our Dos and Don’ts of Conflict Management
The Dos
- Do… Always take responsibility for your own behaviour. It is the only behaviour in an interaction that team members have full control over. A key component of managing any interaction well is to ensure that de-escalation starts with ourselves!
- Do… Prepare if time allows. Gather all information from your side and their concerns. This helps you feel calmer, and will show you have taken time to understand their concerns.
- Do… Explain the plan for the conversation, explaining they will be given as much time as needed to explain what has happened, how they feel and what they want.
- Do… Listen to your customer. Let them talk, you actively listen.
What do they want
What are their values and beliefs
What do they think of you and the company you represent
What information are they basing their understanding and decisions around
What language are they using
What concerns do they have
Can you hear any common points that you can use
- Do…Ask Questions
Clarify your understanding, repeat back what you understand
Show interest and utilise open ended questions to gain a deeper understanding of the situation and their feelings
- Do…Show compassion, empathy, sensitivity and be sincere
- Do… agree next steps and actions
And a few Don’ts
- Don’t… Spend the time they are talking planning your response or rebuttal.
- Don’t… Use complicated or industry jargon.
- Don’t … Get defensive, be honest and as transparent as you can. If you or the company made mistakes, taking responsibility for them and helping to rectify the situation can go a long way.
Managing conflict is rarely simple, but by following these dos and don’ts of managing conflict you will be better prepared for the next time you have challenging customer situations to manage.
Learn and practice these and many more conflict management skills in our bespoke conflict management courses.