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14 Cards in this Set

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what is conflict?

conflict can be defined as a disagreement between two parties or people with opposing ideas, needs or values

4 positive effects of conflict

-Providing a release for anger


-promoting a healthy competitive environment


-clears the air


-allows for new ideas

how to deal with conflict

Take swift and tactful action to prevent escalation. Be proactive and foresee any potential conflict situations

3 potential conflict situations

-communication barriers: inappropriate use of language that can be misinterpreted


-disputes among work colleagues: arises due to colleague disagreements and for a number of different reasons e.g. stress inability to complete tasks.


-drug or alcohol affected persons: difficult and dangerous to handle, conflict that arises due to a person being drug or alcohol affected. Has the potential to escalate quickly

2 types of customers or colleagues

Internal customers: customers require assistance from within the organisation, employees should be well presented


supplier: individuals or organisations that provide products to sell to another buisness

2 conflict situations
customers refusing to leave or be pacified: potential to cause violence, if a customer cannot be pacified the police or internal security should be called

people with guns or arms:very dangerous, important to know what your organisations policy and procedures are. police should be called and lock down procedures should be initiated

conflict situations

situations where the personal safety of customers or colleagues may be threatened.

3 resources to assist you when managing a conflict situation

police: are required when any situation involving violence, firearms or drug/alcohol affected persons. they have been specially trained to handle difficult situations


senior staff and other staff members: can be used to call the police, help when first aid is required or assist in defusing a customer complaint. they are more experienced.


mediators: engaged to work with 2 parties who have a disagreement in order to resolve the conflict. Source of conflict is spoken about

resolving conflict

-Take responsibility for finding a solution to the conflict


-establish and agree on the nature and details of the conflict with all parties involved and assess the impact


-dealt with sensitively and discreetly


-minimise the impact on other colleagues and customers

3 conflict resolution techniques

use of appropriate communication skills:impact how conflict is managed, resolved and if the relationship between the individuals can be preserved e.g. active listening, ask questions, rephrase and repeat


negotiating: Aim of reaching a win-win situation by finding a compromise, involving each party to give and take.


assertiveness: be clear and direct on the reasons for the conflict what what you want to get out of the resolution.confidently verbalise your needs, wants and feelings

policies and constraints

when resolving conflict it is important to identify and evaluate the impact of the conflict on the businesses reputation and legal liability

3 policies and constraints affecting your ability to resolve a conflict situation

refunds or exchanges: ensure that customers are aware of their exchange and refund policies through displaying signs at the point of sale and on their receipt.


disputes: disputes are inevitable , conflict can occur due to lack of communication regarding delivery times or availability. these disputes may result in a formal complaint from the customer or negative feedback.


customer service: can be a constraint to you're ability to assist a customer or client by way of advice, product knowledge as well as the sourcing of the item for sale



work place conflict

Evaluate and reflect on the situation and effectiveness of the solution. also allows those involved to determine the possible causes of workplace and conflict and provide input for workplace enhancement and improvements

causes of work place conflict

complaints: should always be reviewed to improve overall standard of the organisation. Reviewing can also assist in an organisation to ensure the same complaint doesn't arise again.


Poor communication: communication can make or break and organisation, employees should communicate regularly with one another. to improve customer service, general organisation and increased productivity. communication should be a priority of all organisations.