You’re an industrial engineer. How can you use conflict resolution skills to make your customers happy?

1 Understand the problem

Before you try to resolve a conflict, you need to understand the problem from both sides. Listen actively and empathetically to your customer's concerns, needs, and expectations. Ask open-ended questions to clarify the issues and avoid assumptions or judgments. Repeat back what you heard and confirm your understanding. Acknowledge the emotions and frustrations that your customer may feel and show respect and appreciation for their perspective.

2 Identify the interests

Once you have a clear picture of the problem, you need to identify the interests of both parties. Interests are the underlying reasons, values, or goals that motivate people to act or decide in a certain way. They are not the same as positions, which are the specific demands or solutions that people propose. For example, your customer may have an interest in reducing waste, improving productivity, or enhancing customer satisfaction, while their position may be to change a layout, install a new equipment, or adopt a new method. By focusing on the interests, you can find common ground and avoid getting stuck on the positions.

3 Generate options

After you have identified the interests, you need to generate options for solving the problem. Brainstorm with your customer and invite them to contribute their ideas and suggestions. Use your creativity and expertise to come up with possible alternatives that address the interests of both parties. Do not evaluate or criticize any option at this stage, but rather aim to expand the range of choices. Use objective criteria, such as data, standards, or best practices, to support your options and show how they can benefit your customer.

4 Negotiate a solution

Once you have generated options, you need to negotiate a solution that satisfies both parties. Evaluate the options based on their feasibility, effectiveness, and acceptability. Compare the pros and cons of each option and rank them according to your preferences. Communicate your reasoning and rationale to your customer and listen to their feedback. Be flexible and willing to compromise or adjust your options if needed. Seek a win-win outcome that meets the interests of both parties and creates value for your customer.

5 Implement and follow up

After you have negotiated a solution, you need to implement and follow up on it. Agree on the specific actions, responsibilities, and timelines for executing the solution. Document the agreement and communicate it to all the relevant stakeholders. Monitor the progress and performance of the solution and report it to your customer. Solicit their feedback and input and address any issues or concerns that may arise. Celebrate the success and acknowledge the contributions of your customer and your team.