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A Matter of Style

Posted On - 19/03/2015 13:45:12

Business is about creating and keeping customers as well as having committed, engaged staffThe last two blogs have made clear a great business rests on people skills more than technical excellence.

Business is about creating and keeping customers as well as having committed, engaged staff. No customers, poor service = no business.

We also explained how your approach to people generally is set by how you tend to handle conflict. We introduced you to the Thomas-Kilman model and outlined the Conflict Styles it describes.

We asked you to informally assess your Style before you moved onto do a formal one. Well, it's now time to do that - a proper self-assessment.

Do I have to?

An ‘Avoider' are you? Can't face the ‘conflict' better self-perception might bring?Ah, so you're an ‘Avoider' are you? Can't face the ‘conflict' better self-perception might bring? Want to delay knowing until you feel comfortable about where all this is going?

And while these are interpretations of your response, it probably feels like we're just being clever and it's us that's the ‘Avoider'. We're not. We're just bringing conflict to life.

The real question is, given business is - first and foremost - about people, why are you shying from the chance to know yourself better? Don't have the time, can't be bothered? So you're just dodging or deprioritising things and showing ‘Accommodating' behaviour. No exit there.

Bottom line is if you're baulking at our request, it means your wishes are different from ours. And that's the essence of conflict.

Being reasonable

Do the self-assessment – please – we're not appealing to you to do it so you're occupied, we're asking because we're going to help with what you findOf course it's easy for us to say "get on with it". We're not doing the work. So we'll be realistic about things.

Do the self-assessment – please – we're not appealing to you to do it so you're occupied, we're asking because we're going to help with what you find

And not just general woolly help, we're going to give some expert advice on how to deal with customers. Specifically complaints.

There are standard ways – procedures - to address complaints and dissatisfaction. Following these means you'll handle them right and get the best outcome.

Now, we could just spell them out for you. But we're not going to that. We're going to do a lot more.

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