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You're struggling to resolve conflicts in Service Operations. What can you do to improve?

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Service operations involve delivering value to customers through various processes, such as designing, planning, executing, and monitoring services. However, service operations can also be a source of conflicts, both internally and externally, due to factors such as miscommunication, unrealistic expectations, competing priorities, and diverse perspectives. If you're struggling to resolve conflicts in service operations, what can you do to improve? Here are some tips to help you manage and prevent conflicts effectively.

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1 Identify the root cause

The first step to resolving conflicts is to understand the underlying issues and interests of the parties involved. You can use techniques such as active listening, asking open-ended questions, and reframing statements to clarify the problem and empathize with the other side. By identifying the root cause, you can avoid jumping to conclusions, making assumptions, or blaming others.

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Juan Carlos Lancheros Gámez

Automatización de procesos | Innovación y gerencia legal | Análisis estratégico | Simplificación | Abogado Constitucionalista | MBA
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Lo primero que debes hacer para resolver el problema, aunque parezca obvio es identificar cuál es realmente el problema. Y esto supone seguir los rastros que permitieron conocer de su existencia. es importante escuchar, empatizar y todo lo demás. La cuestión clave para mí son los datos, los hechos. Luego los podemos interpretar. determinar, hasta donde sea posible y de forma objetiva qué es lo que está ocurriendo o qué fue lo que pasó. Los hechos, los responsables, conocer si los problemas provienen realmente de la operación o de las expectativas sobre la misma. Es decir, no siempre la operación tiene un problema, ella funciona bien. Sin embargo, la expectativa de la operación por parte de los diferentes, usuarios o clientes, es diferente.

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2 Choose an appropriate strategy

Depending on the nature and intensity of the conflict, you may need to adopt different strategies to handle it. Accommodating involves cooperating with the other side and sacrificing your own interests to maintain harmony. Avoiding is withdrawing from the conflict and not addressing it. Collaborating requires working with the other side to find a mutually beneficial solution. Compromising means finding a middle ground that partially satisfies both parties. Lastly, competing involves asserting your own interests and trying to win the conflict. Each strategy can be useful in different situations, so it's important to consider which one is best for your particular conflict.

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Juan Carlos Lancheros Gámez

Automatización de procesos | Innovación y gerencia legal | Análisis estratégico | Simplificación | Abogado Constitucionalista | MBA
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Las negociaciones por intereses suelen ser mejores que las negociaciones por objetivos. En las primeras es posible llegar a acuerdos win-win, en las segundos usualmente hay ganadores y perdedores. En las operaciones, hay que buscar los primeros, porque al final, si alguien pierde, la operación perderá, tarde que temprano.

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3 Communicate effectively

Communication is key to resolving conflicts in service operations. You should communicate clearly, respectfully, and constructively with the other side, as well as with your own team and stakeholders. You should avoid using aggressive, defensive, or passive-aggressive language that can escalate the conflict. Instead, you should use positive, assertive, and supportive language that can de-escalate the conflict. You should also listen actively, acknowledge the other side's feelings and needs, and express your own feelings and needs.

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Juan Carlos Lancheros Gámez

Automatización de procesos | Innovación y gerencia legal | Análisis estratégico | Simplificación | Abogado Constitucionalista | MBA
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Es muy interesante el uso de estrategias gráficas. La diagramación del problema, anonimizando personas y revelando procesos, favorece la participación activa y la generación de soluciones no previstas inicialmente. La comunicación por escenarios, qué pasaría si..., puede mejorar la calidad de la comunicación en la evaluación de procesos.

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4 Seek help if needed

Sometimes, conflicts in service operations may be too difficult or complex to resolve by yourself. In such cases, you may need to seek help from a third party, such as a manager, a mediator, or a facilitator. A third party can help you by providing an objective perspective, facilitating dialogue, suggesting solutions, or making decisions. However, you should also respect the autonomy and confidentiality of the parties involved and avoid escalating the conflict to higher levels unnecessarily.

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5 Learn from the experience

Finally, you should learn from the experience of resolving conflicts in service operations and use it to improve your skills and performance. You should reflect on what went well and what went wrong, what you learned about yourself and others, and what you can do differently in the future. You should also provide and receive feedback, appreciate and recognize the contributions of others, and celebrate the resolution of the conflict.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You're struggling to resolve conflicts in Service Operations. What can you do to improve?

1

2

3

4

5

6

1 Identify the root cause

2 Choose an appropriate strategy

3 Communicate effectively

4 Seek help if needed

5 Learn from the experience

6 Here’s what else to consider

Service Operations

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You're struggling to resolve conflicts in Service Operations. What can you do to improve?

1

2

3

4

5

6

1 Identify the root cause

2 Choose an appropriate strategy

3 Communicate effectively

4 Seek help if needed

5 Learn from the experience

6 Here’s what else to consider

Service Operations

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