BSBCCO203A CONDUCT CUSTOMER CONTACT:

INTERPERSONAL & COMMUNICATION SKILLS

1OF 3 CORE UNITS BSB20211 CERT II OF CUSTOMER CONTACT

“Conflict Management”

Interpersonal & Communication Skills Part 2:

Importance of Effective Conflict Management

At the end of this session you should be able to:

Handle difficult customers meeting agreed standards of contact through use of processes & understanding of

differing communication skills.

Customer Relationship Managementis about managing the processes

through which we serve our customersA process is simply a course of action that is

followed in order to achieve a certain endDealing with the needs of customers

(both internally and externally) is a crucial set of processes in any

organisationEach department needs to understand its

processes from the first point of contact until the last

And to understand the need to continuously improve upon them

Conflict With Customers = Opportunities for Better Relations

Conflict will arise over all kinds of matters.

Use conflict situations to build even greater customer confidence.

This is not a matter of simply conceding to all customer demands.

It is a matter of communicating the fact that the organisation is flexible, and it has the best interests of its customers at heart.

Key components of Conflict ManagementIdentify the interpersonal signs, stages

and causes of conflictIdentify within your own workplace

context the opportunities for using conflict management skills

Identify strategies & implement processes for managing and resolving conflict

Using those processes - Negotiate to achieve agreed outcomes demonstrating conflict management skills

The Stages of Dealing with Conflict

Check your own reaction

Arrive at a solution

Evaluate the conflict

Check your own reactionWhen a customer, whether internal or

external, confronts you, the natural reaction will be to defend yourself.

The demands or comments of the other person may seem totally unreasonable to you.

You may feel like vigorously refuting the persons suggestion………………… and ……………..

If the customer has been aggressive, you may feel the temptation to be the same.

Stay Cool!

Arrive at a solutionIt is not possible to give in to every customer

demand or request. However, it is possible to do something to

help meet their needs.Important ! Maintain your focus on providing

for the needs of customers even when they seem unreasonable.

Clear, positive communication is key to arriving at a solution.

The process will involve problem-solving and negotiation.

How to Stay Cool When the Heat Is On

Treat the other person with respect. Whether they sound reasonable or not, they do

have a reason for their actions or comments.

Listen until you experience the other person's perspective, to gain a real understanding of the content of the other person's ideas.

Concentrate on reflecting feelings.

After the other person feels heard, you have earned the right to speak your point of view and express your feelings.

Listen EffectivelyFor the most part, angry or

dissatisfied customers simply want someone to listen to their problems

We need to develop excellent listening skills when managing conflicts.

There are three purposes for listening actively when managing and resolving conflict:

1. to gain information

2. to affirm

3. to respond to inflammation and bring down high emotional states

Use 'active listening'Listening is more than hearing! Be sure you understand what they are saying to you.

Put the focus of attention totally on the speaker and do not change the topic

Reflect back not only to demonstrate an understanding, but also to affirm to the speaker

that you have heard and understood their own meaning

Common Errors in Active listeningIntroducing our own reaction

or well-intended commentsRushing, anticipating & thinking

ahead about what we will say nextFilling in every silent space with our

own talkIgnoring or denying the other

person's feelingsOmitting, reducing or skipping

pertinent factsPretending to understand when we

are confused or lack clarity

omitting, reducing or skipping pertinent facts

More about staying cool…..Express the truth as you see it and

remain positive. Do not allow the conflict to make you feel

personally responsible for any shortcomings. Instead, always consider that you are working

within a system that can always be improved.

Communicate effectively. State your feelings briefly - it is good for

them to know that they are dealing with a person as well as an organisation.

When the Heat Is OnAvoid loaded words and phrases like,

'Maybe that's okay where you come from'

or prejudicial statements at the personal level like

'Are you any better?'

Say what you mean and mean what you say.Be sure to end any conversation on a positive and

friendly note

Particularly if it has been a heated discussion!

Seek Solutions To Conflict Through Problem Solving

Define the problem. Be sure you know exactly what you are dealing with.

Brainstorm possible solutions There will nearly always be more than one way of solving a problem

Select the solution that best meets the needs of both parties

Check possible consequences Develop win/win solutions together based on mutual outcomes

Plan who will do what, where and by whenImplement the planEvaluate the problem solving process

Seeking Solutions Using Negotiation SkillsSeparate the problem from the people

Be hard on the problem, soft on the people Keep personalities out of the discussion

Focus on interests, not positions Don't get into positional bargaining where you have to defend

your position

Invent options that will mean both parties will benefit (win/win solutions)

Insist on objective criteria Commit yourself to reaching a solution based on principle, not

pressure Concentrate on the merits of the problem, not the temperament

of the parties Be open to reason but closed to threats

Key features of a Win/ Win ApproachConcentrate on approach, not outcome:

win/win solutions are not always possible maintain an attitude of respect for all parties be willing to fix the problem

Take a broader perspective: What are the long-term and short-term consequences of

'win/lose'? What are the advantages of win/win? What are the options that give everyone more of what they need? Can we redefine what constitutes a win?

Make it easy to say 'Yes': offer options that are of high value and possible to give Listen to and acknowledge each one's needs

Evaluating the Conflict

Dealing with conflict can be difficult

and challengingIt may require time and practice

before you are able to gather expertiseAction may be required to follow up

the incidentSee it as an opportunity for to excel in

your responsibilities as a provider of customer service

Evaluate the ConflictHow well did I use a conflict resolution system?

How useful was it in revealing new information about myself and the other person?

Did either of us change opinions?

What did I find out about the other person's 'conflict' style?

What would I do next time?

What have I learned from this experience?

At the end of this session You should now be able to understand

the importance of Interpersonal & Communication Skills in Effective

Conflict Management.You should now know how to handle

difficult customers meeting agreed standards of contact through use of processes & understanding of differing communication skills.

Learning Pathway Topic: BSBCCO203A Conduct Customer Contact: Conflict Management Skills

Date: 26/11/2013Name of facilitator: Su PilkingtonName of learner:

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