Deal with Conflict

Proceed in a goal-oriented manner. Deal with conflict. These skills can be developed by attending a leadership training course.
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Tips For Managing Conflict
Author : Richard Stone

It is distasteful to have conflict within your sales team, but it is also unavoidable. Managing conflict within a sales team is a valuable quality of a sales manager and is a subject covered on many leadership-training courses.

It is impossible to prevent friction, but it is possible to control it by trying to create a pleasant working environment, in which salespeople are better equipped to perform and succeed.

Discover who cannot get on with whom The following questions can assist you in determining this:

"What are you angry about?" - question about the subject matter.

"What brought this about?" - question about the origins.

"What do you suggest we do?" - question about where to go from here.

A common goal is an obligation. By committing your salespeople to a common, constructive goal, you are giving a positive turn to the discussion. Put an end to the "negative part".

Common goals include fairness, partnership, avoiding superfluous anger and smooth co-operation.

Take time to deal with conflict It looks bad if a salesperson is under pressure when negotiating as the client will sense that they are rushed and jumpy. Only proceed with negotiations if your salespeople have enough time. Conflicts can only be dealt with satisfactorily in a relaxed atmosphere.

Never take sides Salespeople who complain to you about one of their colleagues expect you to agree with them. However, you should remain neutral even if you feel that the person being criticised is, indeed, in the wrong. For you, as a sales manager, this means: listening, verifying, observing, acting. Good communications skills in these situations are required as taught on leadership training courses.

Every conflict, whether it takes place in public or not, has consequences.

If both parties to the conflict overcome the problem in such a way that both benefit from the solution, it will strengthen their relationship and make them more willing to seek a (joint) solution the next time a conflict situation arises. If the conflict ends in the defeat of one of the salespeople, it is easy to imagine that the person who has not come out on top this time will wait for an opportunity to "get his own back".

How do you deal with complaints? Listen Let the person making the complaint "get everything off their chest."

Do not make any rash comments.

Consider your own competence, but do not shirk responsibility.

Sympathetic listening has defused many a complaint.

Verify Clarify the facts as they stand.

Listen to the view of others involved.

Endeavour to establish the actual origin of the grievance.

Verifying the facts of the case often leads to a resolution of the conflict.

Observe Establish the effect the action has had.

Check that the cause of the complaint has been cleared up.

Check that the complainant is satisfied.

Think about how it would be possible to evade comparable occurrences in the future.

Carefully pursuing the matter is the best prevention of further complaints.

Act If a solution is possible:

Take the necessary measures.

Notify the complainant of the measures you have taken.

If a solution is not possible at the time: Describe the motivation for this and try to alleviate the situation.

If the complaint proves to be unjustified: Try and make the complainant see sense by explaining this.

Well-considered measures are the best way of removing the causes and origins of complaints. The harmony of a sales team rests the ability of the management to deal with conflict. These skills can be developed by attending a leadership training course. Proceed in a goal-oriented manner