Your team is in conflict with clients. How can you guide them to resolution?

?? Facing conflicts with clients is tough, but guiding your team to resolution can turn challenges into opportunities. Here’s how: 1. Active Listening: Train your team to listen attentively to clients' concerns. This builds trust and shows respect. ???? 2. Empathy: Encourage understanding clients' perspectives and emotions, which can lead to better resolutions. ???? 3. Clear Communication: Promote transparent, concise communication to prevent misunderstandings. ???? 4. Solution Co-creation: Involve clients in finding solutions, fostering a sense of partnership and collaboration. ??? ?? "Crucial Conversations: Tools for Talking When Stakes Are High" by Patterson, Grenny, McMillan, and Switzler. #ConflictResolution #ClientManagement #Strategy

Na minha experiência, uma das coisas mais úteis para resolver conflitos entre equipes e clientes é Construir Confian?a. Incentive sua equipe a se engajar em comunica??es transparentes e consistentes com os clientes. Isso inclui admitir erros, fornecer atualiza??es regulares sobre projetos ou problemas em curso e demonstrar comprometimento em entender e atender às necessidades dos clientes. A confian?a é construída quando os clientes veem que sua equipe é confiável e responsiva, mesmo em situa??es adversas.

To effectively guide your team through a conflict with clients, start by thoroughly assessing the situation. Take the time to understand the conflict from both your team’s and the client’s perspectives. Listen to your team’s concerns and gather comprehensive information about the client’s issues. This approach helps uncover the root causes of the conflict, whether they stem from misaligned expectations, communication breakdowns, or differing work styles. Addressing this assessment with an unbiased and open mindset is crucial for developing a well-rounded understanding of the situation and formulating effective solutions.

Active listening and asking open-ended questions are key in resolving conflicts. Encourage your team to genuinely listen to the client's concerns without interruption, demonstrating empathy and respect. Often, the initial issue presented isn't the root cause, so it's essential to delve deeper. Ask questions like, "Can you help me understand more about what led to this situation?" or "What do you feel is the main obstacle we're facing?" This approach fosters a more comprehensive understanding and uncovers underlying issues that need addressing, paving the way for more effective and lasting solutions.

In conflictual situations, there is a natural trend to refer to contracts ie. the "governance" part. In all situations, this phase must be done only after a "mutual agreement" session is explicitely held. In this session, an open dialogue can be created only if there is a space for each counterparty to express 1. their needs to solve the issue 2. why the previous exchanges have led to a conflict and 3. what compromise they are not able to do to make the topic progress.

To effectively address challenges, begin by thoroughly understanding the issue at hand. Collaborate with your team and the client to explore potential solutions, fostering a sense of partnership and promoting creative problem-solving. Encourage your team to adopt the client's perspective, and vice versa, as it leads to more empathetic and sustainable resolutions. The ultimate goal is to achieve a mutually satisfying agreement that fulfills both parties' objectives while preserving a positive, long-lasting working relationship.

Ensure your team understands new strategies or processes and commits to follow through. This may involve additional training, revising timelines, or adjusting project scopes. Closely monitor the effectiveness of these changes, being prepared to make further adjustments if needed. Successful change implementation highlights your team's adaptability and your leadership in steering them through the process. #ChangeManagement #TeamAdaptability #LeadershipSuccess

When we have not intentionally followed up with our clients after a resolved conflict, we've seen an ongoing reticence simply because they don't KNOW that we are committed to the relationship. It is clear to us that when we come back with an intentional communication that we intend to serve them at the highest level going forward, it fosters trust and brings peace to their reticence. Intentional communication AFTER the resolution is key for long term trust.

We've found that looking for value-add opportunities in our follow-up plan goes a long way in rebuilding trust. Making network introductions, sharing tools or methods, or just sending relevant stories can demonstrate our commitment to serve them well for the long term.