Understanding and Managing Conflict: Reasons, Causes, and De-Escalation

Exploring Conflict Dynamics

Recognizing Key Factors: Analyzing potential Reasons, Causes, Triggers, and Inhibitions to prevent violent or aggressive behaviour.

Importance of Addressing: Properly handling conflict is crucial to avoid unsafe or dangerous situations.

Identifying Root Causes

Unraveling the Trigger: Investigate what prompts individuals to escalate or behave aggressively.

Common Catalysts: Factors like communication breakdown, unreturned calls, prolonged waiting, staff attitude, and conflicting information contribute to conflicts.

Effective Customer Interaction

Impact of Attitude: Understanding the attitude cycle and how it influences conflict outcomes.

Representing the Company: As a company representative, your behaviour shapes initial impressions and sets the tone for resolution.

Listening and Empathy: Acknowledge and address customer expectations, showing empathy and attentive communication.

Continuity of Customer Experience

Post-Negative Interaction: Recognize your role in managing dissatisfaction stemming from previous poor experiences.

Transparency in Explanation: Clearly explain company procedures and decisions to help customers understand and accept outcomes.

Dealing with Disappointment

Calm and Continuous Assessment: Approach dissatisfied individuals with composure, constantly evaluating the situation.

Prioritize Safety: Ensure personal safety and awareness of assistance and exit options.