1. Conflicts Avoiding them Resolving Them
Joy L Gibb, ABOC

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

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

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

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

6. 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

7. 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?

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

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

10. 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?

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

12. 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?

13. 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?

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

15. Thank You
for attending!
Joy L. Gibb, ABOC