Thought of the Day…

“In the last analysis, what we are communicates

                 far more eloquently than anything

                                                we say or do.”

                                                                     ~Stephen Covey~

The Impact of Technology on Communications

Impact of Technology on Communications

Conflict Resolution

As a department manager I would have set customer service performance guidelines for my team, both individually and as a team.  Based on these guidelines I would have established a plan and part of our plan would include weekly team meetings to review team performance and quarterly meetings to review our metrics individually.  I would have explained that these meetings are in place to help guide our performance levels, identify individual employee performance; what they are doing well and if there are any needed improvements.  I would also emphasize that employee feedback is valued and valuable; I want employees to be communicate thoughts, ideas and issues, give feedback on the work environment, as well as the morale of the team. 

Conflict Management

Conflict management is a skill that everyone should learn to master.  By understanding the positive and negative effects of conflict management individuals can learn how to more effectively deal with conflict.  Learning to be aware of personal stress and anger behaviors and how they contribute to conflict management is the first step towards managing conflict.  Learning how these actions directly affect communications and lead to misunderstandings are key elements in dealing with conflict.  Communication techniques give guidance to skills that can be utilized in managing conflict and could alter the outcome of a conflict.  The main techniques being reviewed include the ABC approach and the S-TLC system.  Both of these approaches help individuals understand that taking responsibility for personal actions is essential; and then reviewing what role those actions played in the conflict further outline what changes should be made or corrective actions should be put in place.  Read More...Conflict Management