February 2007
Beginner
400 pages
4h 25m
English
book
101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
by Glen Arm Lorraine L. Ukens Team-ing with Success Maryland
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.
Chapter 100. Confront with Care: Team Conflict Management
When team members or support units within the organization work together, disagreements can occur in terms of coworkers’ behavior, attitude, or opinions. There are times when these situations can cause a breakdown in group performance or result in division within the team itself. From time to time, you may need to confront these issues directly to keep things running smoothly on the job. The next time you are faced with a personal confrontation with a teammate, try using the following method to smooth out conflicts and solve problems when working with others on an ongoing basis.
State the problem. The key to effective confrontation is to focus on the problem behavior or issue and not on the person. When you talk to the other person, do it one-on-one and in private. Remain calm and do not make accusations. Try to keep anger, blame, and annoyance out of the tone of your voice and use clear, unemotional words.
Listen and restate. After stating the problem, sit back and wait. By taking a moment to pause, you let the other person feel free to respond. Carefully listen to what is being said and don’t make assumptions about what will be said. After the other person has finished speaking, acknowledge his or her feelings and clarify the message by restating the information that he or she presented.
If necessary, address the problem behavior or issue again. If the person provides a good explanation for the behavior (for example, he or ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.