1. “Conflict Management”
BSBCCO203A
Conduct Customer Contact: Interpersonal & Communication Skills
1OF 3 CORE UNITS bsb20211 Cert II of Customer Contact
“Conflict Management”

2. 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.

3. Customer Relationship Management
is about managing the processes through which we serve our customers
A process is simply a course of action that is followed in order to achieve a certain end
Dealing with the needs of customers (both internally and externally) is a crucial set of processes in any organisation
Each 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

4. 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.

5. Key components of Conflict Management
Identify the interpersonal signs, stages and causes of conflict
Identify 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

6. The Stages of Dealing with Conflict
Check your own reaction
Arrive at a solution
Evaluate the conflict

7. Check your own reaction
When 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!

8. Arrive at a solution
It 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.

9. 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.

10. Listen Effectively For 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:
to gain information
to affirm
to respond to inflammation and bring down high emotional states

11. 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

12. Common Errors in Active listening
Introducing our own reaction
or well-intended comments
Rushing, anticipating & thinking
ahead about what we will say next
Filling in every silent space with our own talk
Ignoring or denying the other person's feelings
Omitting, reducing or skipping pertinent facts
Pretending to understand when we are confused or lack clarity

13. 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.

14. Particularly if it has been a heated discussion!
When the Heat Is On
Avoid 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!

15. 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 when
Implement the plan
Evaluate the problem solving process

16. Seeking Solutions Using Negotiation Skills
Separate 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

17. Key features of a Win/ Win Approach
Concentrate 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

18. Evaluating the Conflict
Dealing with conflict can be difficult
and challenging
It may require time and practice before you are able to gather expertise
Action may be required to follow up the incident
See it as an opportunity for to excel in your responsibilities as a provider of customer service

19. Evaluate the Conflict How 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?

20. 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.

21. Tick your response in the appropriate box
Work-based Learning Pathway Feedback Form (completed by the learner)
Learning Pathway Topic: BSBCCO203A Conduct Customer Contact: Conflict Management Skills
Date: /11/2013
Name of facilitator: Su Pilkington
Name of learner:
Tick your response in the appropriate box
Content
Strongly Agree
Agree
Disagree
Strongly Disagree
the pathway met my expectations
the pathway has met my learning needs
an appropriate amount of material was covered
Facilitator
demonstrated thorough skills and knowledge
was able to address my questions
was well prepared and organised
encouraged participation
Learning Materials
assisted my learning
were at an appropriate level for my learning
Learner satisfaction
I enjoyed the work-based learning pathway
My knowledge and skill levels increased as a result of this pathway
I received appropriate support with the pathway
I was pleased with the overall quality of the training provided
Further comments:

22. Work-based Learning Pathway Review Report (completed by the facilitator)
Learner achievement of the learning outcome:
Effectiveness of learning activities to support achievement of the learning outcome, including training sessions and workplace practice:
Effectiveness of the facilitation relationship to support achievement of the learning outcome, including feedback from the learner:
Effectiveness of monitoring OHS to keep everyone healthy and safe:
Self-evaluation and reflection on my performance as a facilitator:
Recommendations for improvement to future work-based learning pathways and/or my own performance as a facilitator, if required:
Learner:
Name ………………………………………………………………………………………
Facilitator:
Name ………………………………….……… Signature ……………………………..Date ………………..