How can you use the authority principle to establish credibility in conflict resolution?

1 What is the authority principle?

The authority principle is based on the idea that people tend to obey or comply with those who have higher status, power, or knowledge than them. This can be influenced by various factors, such as titles, uniforms, degrees, awards, testimonials, or endorsements. The authority principle can be used to persuade or influence others, as it can increase their confidence, trust, and respect for the person who is using it. However, it is important to use the authority principle ethically and honestly, and not to abuse or manipulate it for personal gain or harm.

3 How to avoid overusing or misusing the authority principle?

While the authority principle can be a useful tool for conflict resolution, it can also backfire if you overuse or misuse it. For example, if you rely too much on your authority and neglect to listen, empathize, or acknowledge the customer's feelings or concerns, you can come across as arrogant, condescending, or dismissive. This can damage your rapport and trust with the customer, and make them more resistant or hostile. Similarly, if you misuse your authority and make false, exaggerated, or misleading claims or promises, you can lose your credibility and reputation, and face legal or ethical consequences. Therefore, you should use your authority sparingly and appropriately, and balance it with other communication skills, such as active listening, empathy, and rapport-building.

4 How to handle customers who challenge your authority?

Sometimes, you may encounter customers who challenge your authority, either because they have their own expertise or experience in the field or topic, or because they are skeptical or distrustful of your claims or solutions. In such cases, you should not react defensively or aggressively, as this can escalate the conflict and damage your relationship with the customer. Instead, you should respect their opinions and perspectives, and try to understand where they are coming from. You should also acknowledge their expertise or experience, and validate their feelings or concerns. Then, you should explain your reasoning and evidence for your claims or solutions, and invite them to share their feedback or questions. By doing so, you can show that you are open-minded, collaborative, and respectful, and that you value their input and satisfaction.

5 How to reinforce your authority with positive feedback?

Another way to use the authority principle in conflict resolution is to reinforce your authority with positive feedback from the customer. This can be done by asking the customer to rate your service, write a review, or provide a testimonial after you have resolved their issue. By doing so, you can increase your social proof, which is another psychological phenomenon that makes people more likely to follow or agree with someone who has positive reviews or endorsements from others. You can also use the positive feedback to improve your skills, performance, and confidence, and to motivate yourself and your team. Moreover, you can use the positive feedback to build long-term relationships with the customer, and to encourage them to refer you to others or to become loyal advocates for your brand.