Managing conflict is never easy. To see some examples of how conflict can be handled poorly and more constructively, click on an image below. You’ll be taken to an external site (vimeo.com) where you can enter the password ‘conflict’ to watch the videos.
Video 1: Reducing the ‘heat’ in a customer service discussion
In this video, you’ll see two versions of a Customer Service Officer responding to a customer’s billing complaint.
In the first part of the video, what mistakes does the Customer Service Officer make in responding to the customer? What is the impact on the customer?
In the second part of the video, how does the Customer Service Officer successfully defuse the customer’s heat/chill? Again, what is the impact on the customer?
Video 2: Reducing the ‘chill’
In this video, a manager informs his employee that his application for a promotion has been unsuccessful.
How does the manager respond to the employee’s ‘chill’ upon receiving the news? What is the impact on the employee?
Video: Sharing perspectives
In this video, an employee gives his manager some feedback about her management style. She doesn’t take it well.
How does the employee deal with this manager’s reaction and create a constructive conversation about their working relationship? What is the impact on the manager?