Conflicts Avoiding them Resolving Them Joy L Gibb, ABOC eyesofjoy@yahoo.com

CONFLICTS How do conflicts affect you? How do conflicts affect your office? How do you handle conflicts?

CONFLICTS Why do we have conflicts? With customers? With co-workers? What are some common reasons for conflict? Poor Listening Skills Miscommunication Expectations Blinders

AVOIDING CONFLICTS Listening Skills It’s impossible to listen if you are talking Intentional listening is key Be a detective Fact finding mission

AVOIDING CONFLICTS Avoiding Miscommunication Put it in writing Have everyone on the same page “If I understand correctly…..” “Do you have any questions?”

AVOIDING CONFLICTS Managing Expectations Have you met their wants and needs? Have you presented appropriate options? Are you presenting with rose colored glasses on? Don’t set them up for failure

AVOIDING CONFLICTS Do you have blinders on? Can I communicate more effectively? Do I need to change procedures? Do I question myself? Have I taken an appropriate amount of time?

AVOIDING CONFLICTS Are there particular conflict triggers? Warranties and guarantees Discounts Fitting guidelines

AVOIDING CONFLICTS Plan ahead…… …..to avoid them ……to respond to them How do you respond to…………….

How Do You Respond To…… The angry caller My glasses weren’t made correctly My insurance will cover everything I want my PD so I can order online I didn’t order these Why are you so expensive What are your biggest conflicts?

IN OFFICE CONFLICTS Similarities between customer and in office conflicts Employees want to feel Safe Appreciated Empowered In the know

RESOLVING IN-OFFICE CONFLICT Before it becomes a conflict Do you have staff meeting? Do you have an employee handbook? Do you review policies and procedures regularly? Is everyone held accountable equally? Do you provide them with the necessary tools to succeed? Do you celebrate and recognize successes? Failures?

RESOLVING IN-OFFICE CONFLICTS Don’t get dragged into the middle Remain impartial Validate feelings Don’t blow it off Spot checking not micro-managing What are your biggest conflicts?

Conclusion Conflicts are best handles honestly and head-on Conflicts can be avoided Conflicts need perspective

Thank You for attending! Joy L. Gibb, ABOC eyesofjoy@yahoo.com