Tag: #conflictmanagement
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MEASURING CUSTOMER EXPERIENCE MATURITY
Marketers can only measure things they can manage. Therefore, the authors developed the Sitecore® Customer Experience Maturity Model™ to walk people through the customer experience incrementally and to understand how to measure it. Since connecting with customers is a goal that continually evolves, this model offers seven stages to map the customer experience and offers…
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UNDERSTANDING THE CUSTOMER
The Psychology of Selling Understanding the dynamics of human behavior and how to effectively approach different people are critical skills for sales professionals. Along these lines, a salesperson’s first order of business is to observe rather than react. Observation leads to selecting the right approach for each person. Assertiveness, responsiveness, and adaptability are three dimensions…
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LEARN HOW TO COMMUNICATE
People are often defined by how they communicate. There are three main communication styles: 1. Aggressive. This type of communication discourages collaboration and conversations, and focuses on placing blame if mistakes are made and taking credit for other’s successes. 2. Passive. This type of communication is reluctant to offer feedback, hates confrontation, and is unable…
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LEVELS OF CONFLICT
Understanding the levels of conflict is also important. If the conflict has grown from a minor disagreement to a fight, the tools that work for minor disagreements will not work anymore. Shearouse outlines five levels of conflict, adapted from Speed Leas’s Moving Your Church Through Conflict: 1. Problems to solve. A problem is discussed, and a solution…
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SOURCE OF CONFLICT
WHAT WE ARE ARGUING ABOUT MATTERS: SOURCES OF CONFLICT It is important to think about the source when thinking about the solution. The main sources of conflict include the following: * Information conflicts. These involve facts or numbers–the easiest conflicts to address. Managers can start by agreeing on the source of data and how to get…
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RESOLVING CONFLICT
KEYS TO RESOLVING CONFLICT Once managers understand conflict, and how it arises, they can start to build an environment that encourages conflict resolution. Shearouse suggests managers start by focusing on the following: * Trust * Apologies and Forgiveness * Anger * Humor * Time Building Trust If trust is so critical, how do managers establish…
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CONFLICT MANAGEMENT
REACHING AGREEMENT: A SOLUTION-SEEKING MODEL Once managers understand the nature of conflict and how to establish an environment that will nurture positive relationships, Shearouse introduces a model with specific steps for reaching solutions when conflicts arise. Using this model, managers can help slow down the decision-making and avoid jumping to a solution. The model also…
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IS TIME MANAGEMENT IMPORTANT
Time is a precious commodity. Each person has the same amount of time, 24 hours each day, to use productively or to waste. Many people believe that time management is one of the top reasons that individuals succeed or fail both professionally and in their personal lives. Zeller describes a broad variety of time management techniques…
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Time Savers for Life Outside Work
Ten Time Savers for Life Outside Work By managing time effectively outside work, people have more freedom to do the activities they truly enjoy. 1. Hire out yard work. Yard maintenance can add hours to weekly house responsibilities. Consider hiring someone to do that work. 2. Hire a personal chef to cook dinners in advance. Many families…
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CLIMATE FOR FEEDBACK
One of the most effective ways to ensure that feedback will be accepted and lead to positive change is by ensuring that the managers delivering it are perceived as trustworthy. Managers can establish their trustworthiness by developing workplace climates that encourage feedback. To create this climate, managers must: *Make feedback a priority. Both positive and…
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