Conflict:Discord of action, feeling, or effect; antagonism or opposition, as of interests or principles: a conflict of ideas.
What is conflict?
Pepito and Pepita have been arguing with Paquito for weeks, since they don't like the bad way he treats customers
While Paquito ignores their opinions and supports himself by saying:
They don't pay me for being a good person with everyone.
It is very important that you treat customers well, don't you understand?
A few days later...
Monthly statistics
In the monthly report of the company the result of their discussions was reflected, of course it was not good
-30%-40%Lost target
-Employee dissatisfaction-Reduced productivity-Poor service to clients-Increased stress-Hostile work environment
Now they must agree to solve this situation
The boss's talk was based on:
We are sorry
Win-win problem-solving
I'm sorry too, and PROBLEM SOLVED!
Explain how conflict resolution can enable all to win, and the steps.
Find a solution that is mutually acceptable to both
Do not criticize any suggestion
Feed back with reflective listening
Monthly statistics
In the meeting, Pepito, Pepita and Paquito presented their opinions in front of their boss, he directed them to find a solution and finally the results improved.
One month later...
+40%+50%Goal achieved
Assertive communication makes the difference.
Results and benefits of problem-solving•More creative in Thinking up solutions•Take more responsibility for helping everyone have needs met•Feeling of mutual respect•Love grows deeper with every conflict resolved.
The End.
By:Slendy Rojas
Bolo vytvorených viac ako 30 miliónov storyboardov