Conflict Resolution
In AA, we are told that resentments are the number one offender...
Now, with my experience at the BHTS, I have first-hand experience with resentments and dealing with conflict between employees as well as customers.
The easiest solution to minimizing conflict is following policies and procedures with everyone equally. Asking every customer that walks in to turn their backpack over to the employee at the register while they are shopping. This will help eliminate situations involving customer theft and minimize conversations that can turn ugly quickly.
A leader is responsible for not only dealing with these situations, but ensuring his fellows know the right tools to apply when conflict arises in the workplace. Conflict resolution training is imperative, especially dealing with the areas our stores operate in.
4 steps to resolving a conflict:
- Communicate: Open communication when disputes arise is essential. You will want to be sympathetic and not focus on their fault but stick to the problem at hand and help find a solution.
- Actively Listen: Being an effective listener will help them see you are interested in working with them to come to an agreement. Sometimes a customer will be willing to negotiate on a common solution when you are actively engaged in listening to what they have to say. They want to know you are concerned with whatever issue they are dealing with.
- Review Options: Next, you want to discuss feasible options that can benefit both parties. Do not rush into an impulsive decision, and feel free to take time and consult a third party for the most effective solution.
- End with a Win-Win Solution: This needs to be your ultimate goal! Every step will lead you to this point, where you can both come up with a solution that will benefit both parties. This will ensure the store is not losing out on resources, and the customer will want to continue shopping here at the BHTS.
Finally, a valuable tool in conflict resolution is identifying non-verbal social cues. Body language can show how a customer is reacting to a specific situation. Noticing these non-verbal social cues can help you deescalate conflict, and always remember your safety and the safety of the men at the BHTS is priority #1! Do not hesitate coming to Matt, Daniel, Zach, or myself to assist you in dealing with conflicts at the store. I would rather one of us handle it to ensure your safety.
