Conflict Resolution

Conflict Resolution

Abstract

Conflict within the workplace will always be around. If you have two or more people and they have differences, conflict will occur at some point. You’ll never be able to eliminate conflict, but as Managers you are in a position to make its effects less damaging if you choose the right approach to guiding resolution. This conflict centered around a group of leaders in the Customer Support Services Team and how the Call Answering team would cover additional hours the call center would be required to be open to answer help calls. The Problem Solving technique or strategy for conflict resolution was followed to deal with the conflict presented. Sharing of concerns by key individuals led to better understanding by the team of some of the individual challenges the additional coverage hours caused which led to a resolution that was developed and accepted by all. The outcome of this effort was indeed a win-win as recognition by the key players of the impact certain choices have on one another became apparent and an awareness that they all have different challenges facing each of them contributed to their initial non-collaborating position. However, once they understood each others challenges they were more inclined to work towards an amicable solution that they all could embrace.

Conflict Resolution:

Conflict in the workplace is common place, you’ll never be able to completely eliminate conflict but you can deal with it proactively and find resolution that does not disrupt the workplace. As part of my responsibilities as General Manager a Customer Support Services Team falls under my jurisdiction. A portion of this Customer Support Services Team is a call answering team that is responsible for answering “help line” calls. Recently, additional expanded contracts for call answering were executed which requires coverage through all hours of the day. The call answering team is having trouble agreeing on how to cover the...