Retail Services

Home > Retail > Compulsory Units > 240 hours > Communicate in the workplace > Communicate in the workplace

Conflict resolution

Good teams need to be honest and have open communication channels. Conflict is an inevitable part of teamwork, but to be able to identify the signs of conflict early, before they can impact on the workplace, is essential to a happy workplace. Signs of conflict can include:

poor work habits.
lateness of staff members.
poor attitudes towards customers.
high absentee rates in staff.
general staff negativity.

Dealing with problems early often leads to a quick resolution. Most conflicts can be solved with little fuss, but if left unresolved, they can be very damaging.

A simple strategy for resolving workplace conflict

Identify the problem early.
Determine how the problem will affect the team members.
Break the problem down into issues that can be dealt with separately.
Make sure you are empathetic when listening to the team member’s opinion.
Be impartial.
Discuss the solution(s) with the people involved.
Implement and review the solution(s).

Negotiation skills

Negotiating is the process of influencing behaviour or changing a relationship.

Negotiation is a communication tool that offers all parties involved the opportunity to resolve a conflict to the benefit of everyone.

A win-win solution creates an environment of respect or honesty. Good communication skills are essential for a negotiation to be successful.

Following is a model, which will lead to successful negotiation.

Understand what you want to negotiate and what you expect to achieve before you begin negotiating.
Know your facts and research the issues before you start.
Create a positive and open environment.
Use the negotiation process to achieve what you want and use the cooperation of others without the loss of their self esteem.
Focus on the issues and do not make it a personal attack.
Respect the opinions and ideas of all involved.

Back to Important notes