Conflict; Ch. 8; page 248
Conflict is a constant occurrence at where I work. There are conflicts between customer and employee, employee vs. customer, customer vs. customer, and employee vs. employee. I would not be going out on a limb by saying there is at least one conflict every day in one form or another at my job. For example, a customer recently placed an special order for a pair of skates so her daughter can have a new/better pair of ice skates for her class starting next week. She placed the order 3 weeks ago and the skates have yet to arrive because they were back-order by the supplier we purchase from. So the customer is now upset with us (the ice rink) for not having her skates ready for her daughter. We can only apologize to the customer because we are technically not at fault because the supplier had to back-order the shipment. I always understand the customers conflict, but there is only so much we can control.
last day to blog
14 years ago
Conflict is tough and will always be present in organizations day to day business. The only way to reduce the amount of conflict happening in the workplace is through communication. At my place of work we have a log for everything. You name it, we have some sort of communication aid for it. whether it be following up on a special order then following up with the customer to let them know we followed up on the special order or simply what we have being dry cleaned down the street. We make it a goal and a point to communicate everything that goes on on a daily basis so that there truly is no room for conflict to occur. If the conflict is involving dramatic situations amongst caddy employees it is handles very simply- They are terminated. Maybe you could suggest a little better communcation at the workplace to help alleviate the conflicts that take place.
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