Austin Moore, Nick Mercuro, John
Skinner
• Being unable to get through to a company on the telephone.
• Not having your phone calls returned by a company.
• Being kept waiting for an unreasonable period of time on the
telephone and silent calls.
• Rude or unhelpful customer service staff.
• Being given conflicting advice on the telephone.
• Being incorrectly subject to extra charges, for example extra
costs for late payment.
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Unwanted Emails
Unsolicited goods
Verbal Miscommunications
Faulty Product or Service
Rude customers
Loitering
Different Languages/Customs
Theft/Shoplifting
• Annoying Co-Workers
• Bad worker Hygiene
• E-mailing the person next door instead of walking over and
talking face to face
• Allowing your cell phone to continue ringing.
• Whining about work, or complaining about the workload
• Eavesdropping
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Eating smelly food at your desk
Eating other people’s food
Wearing too much cologne
Playing music too loudly
"Smacking" your gum.
Having personal arguments over the phone
Breaking the personal space barrier; for example, stepping a
little too close to coworkers during a conversation
• Clipping fingernails while at your desk
• Swearing at the computer
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Lying
Not getting work to your co-workers on time
Talking to loudly
Not being friendly (Possessing negative energy)
Talking behind employees backs.
• Happy customers are more likely to buy your product or service
again.
• Information on how to fix future problems.
• Maintain a good store image.
• Saves you time and trouble with your boss (you never want them
to ask if they can talk to your manager).
• Helps develop better social skills.
• Encourages a heathy relationship with co-workers.
• Removes awkwardness or tension between co-workers and can
make work more enjoyable for you and others.
• Helps make work more efficient and less stressful.
• Shows responsibility and professional behavior.
• Communication plays a big part in creating and solving conflicts
• Miscommunication leads to misunderstanding, improper work,
and stress on others
• Conflicts are inevitable, but proper communication can limit
conflicts and make them less of a big deal
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Early intervention is key
Define Acceptable Behavior
Hit The Conflict Head-on
Stay Calm
Pick your battles and avoid conflict for the sake of conflict
Listen to Understand
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State Your Case Tactfully
Attack the Problem, Not the Person
Avoid the Blame Game
Focus on the Future, Not the Past
Link Offers
Be Creative
Be confident
Listen
Understand Company Policy
Patience
Give Feed Back
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Be empathetic
This lets the other person know that you are on their side
If you are not empathetic it will cause anger and frustration
This will only lead towards back and forth argument and further
the conflict