Post on 18-Dec-2015
Todays Topics: Clients, Complaints & Conflict
Todays Topics• What is a Client?• Why Do Clients Complain?• Can Complaints be a Positive Thing?• How to Effectively Handle Client Complaints• Some Do’s and Don’ts• Case Study• What is Conflict• What is Conflict Management?• The Causes of Conflict • How Do People Deal With Conflict?• Advantages & Disadvantages of Conflict• Mediation – Helping People Resolve Conflict
What is a Client?
A client is a person or an organisation that purchases your services.
What is Client Service?It is how your organisation and its staff treat clients
It Operates at four levels: legislative (government), codes of practice (industry), policy (organisation) and personal (individual)
Why do Clients Complain? Fees too high Standard of service expectations not met The attitude of staff inappropriate Incompetence of staff Errors in processing accounting work Staff giving inaccurate information Delays in preparation Penalties from the ATO or ASIC Bad advice caused a business calamity
Can Complaints be a Positive Thing?
They are a valuable form of feedback.
May show where weaknesses lie.
May provide an opportunity for improvement.
How To Effectively Handle Client Complaints
An organisation that deals effectively with client complaints will:
Establish policies and procedures Train staff in handling complaints Deal immediately with complaints - Don’t Delay! Make the complaints process easy for clients Review its complaints register regularly
Some Do’s and Don’ts
When handling Client Complaints
DO-S:When a client contacts you with a complaint:
Be courteous, calm, polite and professional manner towards them at all times.
Listen actively. Obtain the facts - ask questions to get the facts.
Check your understanding of the details of the complaint
Show empathy – see it from their point of view.
DONT’S:Some things to avoid when handling complaints:
• Don’t take the complaint personally.• Don’t apologise for the complaint and accept blame • Don’t blame others for the mistake.• Don’t immediately blame the client • Don’t interrupt the client or tell them to calm down, if they
are angry
CASE STUDYRead The Class Activity
What is Conflict? Definition of Conflict Conflict Management Causes of Conflict Advantages of Conflict Disadvantages of Conflict
What is Conflict?
When 2 or more people have differences in ideas/views and are not ready to understand or accept each other’s ideas/views.
Conflict is characterized by the following:
Opposition Antagonistic interaction
Incompatible behavior
Block another party from reaching his or
her goals
What is Conflict Management?
Conflict management is the principle that all conflicts cannot necessarily be resolved, but learning how to manage conflicts can decrease the odds of non-productive escalation.
Causes of Conflict
In small groups discuss and identify some causes of workplace conflict
Group Activity
Causes of Conflict
Miscommunication
Mishandling conflict in the past
Hidden Agenda
Revenge
Causes of Conflict
Fighting the “last war”
Personality conflict
Value differences
Goal differences
Causes of Conflict
Dishonesty
Boundaries
Negligence
Need to be right
Causes of Conflict
Ideological Differences
Opinion Differences
Behavioural Differences
Fear
Causes of Conflict
Miscommunication
Mishandling Conflict in the Past
Hidden Agenda
Revenge
Causes of Conflict
Methodological Differences
Substandard Performances
Lack of Cooperation
Difference regarding Authority
Causes of Conflict
Differences Regarding Responsibility
Competing over Resources
Non Compliance with Rules & Regs
Ways People Deal with ConflictTh
e T
urt
le
(WIT
HD
RAW
ING
)
Th
e S
hark
(F
OR
CIN
G)
Th
e T
ed
dy B
ear
(SM
OO
TH
ING
)
Th
e F
ox
(CO
MPR
OM
ISIN
G)
Th
e O
wl
(CO
NFR
ON
TIN
G)
There is no one best way to deal with conflict. It depends on the situation. The following are the major ways that people use to deal with conflict:
Let us look at each in detail.
Ways People Deal with ConflictTh
e T
urt
le
(WIT
HD
RAW
ING
)
The Turtle (WITHDRAWING):Turtles withdraw into their shells to avoid conflicts. They give up their personal goals and Relationships.
Ways People Deal with ConflictTh
e S
hark
(F
OR
CIN
G)
The Shark (FORCING):Sharks try to overpower opponents by forcing them to accept their solutions to the conflict.
Ways People Deal with ConflictTh
e T
ed
dy B
ear
(SM
OO
TH
ING
)
The Teddy Bear (SMOOTHING):For teddy bears, the relationship is of great importance while their own goals are of little importance
Ways People Deal with ConflictTh
e F
ox
(CO
MPR
OM
ISIN
G)The Fox (COMPROMISING):Foxes are moderately concerned with their own goals and their relationships with others.
Ways People Deal with ConflictTh
e O
wl
(CO
NFR
ON
TIN
G)
The Owl (CONFRONTING):Owls highly value their own goals and Relationships.
Advantages of Conflict
Advantages of ConflictAdvantages of Conflict
Diffuses more serious conflicts
Stimulates search for new facts or solutions
Enhances relationships
Increases cohesiveness
Disadvantages of Conflict
Disadvantages of ConflictDisadvantages of Conflict
Time consuming
Disrupts progress/ problem solving
Detracts from job at hand
Keeps people apart; if unresolved
Poor quality, lowers productivity
Reduces team effectiveness
What is Mediation?
To act between Parties with a view to reconciling differences
What is Mediation?
This person may be the manager or another person of authority within the organisation who is not involved in the dispute.
What is Mediation?
Assist the parties generate a solution for themselves with which they are both comfortable and to which they can both commit.
QUIZ REVISION
Todays Topics• What is a Client?• Why Do Clients Complain?• Can Complaints be a Positive Thing?• How to Effectively Handle Client Complaints• Some Do’s and Don’ts• Case Study• What is Conflict• What is Conflict Management? • Causes of Conflict• How Do People Deal With Conflict?• Advantages & Disadvantages of Conflict• Mediation – Helping People Resolve Conflict
Next Week’s Topic
“Office Politics”