Conflict Management

Question 1

What are the different approaches to handling conflicts?

Answer 1

• Competing, is an assertive, uncooperative, power oriented approach where you use whatever power seems appropriate to get what you want.
• Collaborating, is an assertive and cooperative approach where you attempt to work with others to find a solution that full satisfies their concerns. (BEST APPROACH)
• Compromising, is a both moderately assertive and cooperative approach where you generally try to find a quick, mutually acceptable solution that partially satisfies both parties.
• Avoiding, is an unassertive and uncooperative approach where you don’t pursue your own concerns or the concerns of others.
• Accommodating, is an unassertive and cooperative approach. It is the complete opposite of competing. Neglecting your own concern to satisfy the concern of others.

Question 2

What is LEAP?

Answer 2

• Listen, actively listen to find out what the customer wants
• Empathize, simply recognize emotion in others and being able to “put yourself in their shoes”.
• Acknowledge, taking ownership of the situation that occurred
• Propose a way forward, to help resolve the service failure and offer options to choose from.

Question 3

Forms of communication?

Answer 3

• Language
• Words
• Gestures
• Tone