Here is the interesting fact about conflict. Some people see it as completely negative while others respond as if conflict is an obstacle that actually presents new opportunities for improvement. The two views of conflict are worlds apart which means the responses to the conflict will be just as different.

Unfortunately, viewing conflict as only an impediment usually results in dictator type responses on the part of management. And anyone who has worked for a manager who issues dictates without getting input knows that style of management frequently generates even more conflict. The truth is that your view of conflict drives your response to it and has a direct bearing on how well the conflict is resolved.

Developing Great Leaders Able to Resolve Obstacles

As a manager, it is important to understand conflict and conflict resolution. This is an oversimplified statement, because unresolved conflict has literally caused projects to fail and even businesses to implode. The way conflict is resolved often defines the business information flow, creates leaders, and becomes an integral component of the corporate culture.

All businesses experience conflict on different levels. Conflict can exist within a particular project or department, or it can exist between company units. There is conflict between employees and conflict between management and employees. There is conflict between the company staff and customers. There is conflict between the employees of a business and its vendors. Conflict also arises between a business and the local government over issues like taxes and regulations.

You notice that most conflict is connected to interpersonal relationships though. That is the conflict which can be the most difficult to resolve, and true resolution is not possible unless the conflict is recognized as an opportunity for improvement.

It is important to understand conflict resolution, because conflict left to fester can lead to lower sales, poor customer service and fewer profits. For example, an employee in the customer service call centre dissatisfied with company responses to customer complaints may fail to report calls accurately out of the belief it is a waste of time. An employee in the credit department believing work flows are not productive, but has no voice in the matter, might begin to violate company policies. A project with responsible departments in conflict may lead to project failure as goals are not met.

A manager has to recognize the conflict; identify the true sources of the conflict; and then begin a process of conflict resolution. Effective conflict resolution by a leader will have certain features.

• Recognizes an immediate crisis may only be a symptom of a more serious problem
• Accepts conflict as energising for the company and a chance to improve employee, management, department, and company performance
• Does not use “blame” as a tactic but focuses on the systemic causes of the conflict
• Compromise is always included as a method of resolution except in rare cases where a forceful and unpopular decision must be made for the benefit of the company

Managing conflict means finding resolution. Effective leaders will embrace conflict as an opportunity to improve workflows, productivity, customer service, and company performance. That is why management training and leadership coaching always include conflict resolution as a strategy for success.

• Inter-departmental conflict which leads to lack of performance
• Inter-personal conflict between personnel
• Management conflict
• Customer conflict

If it sounds like there are many different ways conflict can arise, you would be accessing the situation correctly. Anytime you talk about people, there will be a need to address conflict.

Though inter-organisational conflict must be managed, ongoing customer conflict can destroy a business over the long term. Customer conflict can be identified in a number of ways.

• Dissatisfaction with product or service purchased
• Inability to get assistance with a problem after a sale
• Need for additional information that has proven difficult to obtain
• Need to return products or a request for a service refund

When a customer calls a customer service department that is exactly what he or she expects to get plenty of…..good service. The staff within an organisation has the responsibility for the day-to-day contact with customers and the interesting fact to note is that each contact situation is actually a chance to make an additional sale.

Productive Conflict

In other words, conflict can be disruptive and lead to declining profitability, or conflict can be turned into an opportunity to please a customer. This attitude towards conflict can be the defining approach which leads to greater customer satisfaction, new sales, and an ongoing customer relationship. Repeat sales for any business make up an important segment of total sales.

When customers are not happy with the service they get at the moment of complaint, they often just disappear and are never to be seen again. Of course, you may not be talking to that customer again, but you can bet he or she is telling anyone who can listen about their experience with your company.

Conflict is inevitable, but it can be viewed as productive conflict. That is the goal of an effective staff training program. It is to teach all manager levels and staff how to view customer complaints and conflict and how to respond in a way that makes the customer happy enough to keep doing business with your company. In fact, your staff will often be able to even make an additional sale such as product upgrade, maintenance contract, or additional product accessory or service level.

Responding to Conflict with Options

Well trained customer relations staff is able to anticipate customer conflicts and are prepared to offer options. One of the best comments a dissatisfied customer can make after contacting customer service is that the problem was resolved quickly and efficiently and to the customer’s satisfaction.

Designing conflict options within an organisation can lead to more satisfied customers and happier staff too. Staff that are well trained in dealing with conflict are able to utilise personal skills and abilities with competence. This removes much of the stress that goes with these particular types of jobs. Also, knowing how to respond to conflict in a productive manner leads to a more profitable business through increased sales and increased customer retention.

Training in conflict resolution is just another way of referring to the art of negotiation.