Training title

CONFLICT MANAGEMENT

In any situation involving more than one person, conflict can arise. The causes of conflict range from philosophical differences and divergent goals to power imbalances.

Unmanaged or poorly managed conflicts generate a breakdown in trust and lost productivity. For small businesses, where success often hinges on the cohesion of a few people, loss of trust and productivity can signal the death of the business.

With a basic understanding of the five conflict management strategies, small business owners can better deal with conflicts before they escalate beyond repair

CASE STUDY: WAKEHURST

Wakehurst introduced car parking charges and expected to receive complaints from National Trust members who had previously enjoyed the benefits of free parking.

We provided a team in the carpark at weekends and Bank Holidays to handle enquiries and complaints , communicate the reasons for the charges and promote the sale of a new season ticket.

By using clear communication and empathically explaining the necessity of the charges we managed to greatly reduce the impact on the customer experience.

We found that approximately 50% of visitors we’re already fine with the charges, 45% were dissatisfied but changed their mind-set after talking to our team. The other 5% - Probably now park somewhere else

The result – Informed customers. Happy customers. Increased revenue.

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