Conflict Resolution

Wade Clapier
Front Desk Supervisor
The Lodge at Snowbird

Why are we studying conflict resolution?

Difficult skill to develop

Rarely taught in a formal manner
Important for customer satisfaction
Essential for a safe and productive workplace

Customer satisfaction
Mistakes are inevitable
Customer retention is more cost-effective
than customer acquisition (CIM 2010)
A sufficiently poor customer experience
can strongly impact the reputation of your
business

Maintain a safe and supportive workplace

Employees will feel ownership of the workplace
Higher productivity
More enjoyable for everybody

Set a high standard for conduct

Persistent conflict causes many problems (Pearce 2014)
Sends the message that conflict is tolerated
Increases likelihood of future conflicts
Builds hostility and negative relationships

All staff will be affected

Lower staff turnover

Retain high quality staff
Lower recruiting and training costs

Successful customer recovery

Maintain professionalism
Stay calm.
Remain apologetic and positive.
You are not responsible for their emotions.

Successful customer recovery

Offer the customer control
Explain the issue.
Inform the customer of all solutions.
Give them control over the resolution.

Maintain a positive tone

Do not challenge a customers statements
or invalidate their opinions
Prevent the conversation from becoming
an argument

Set boundaries
It is not expected that you endure abusive
or inappropriate behavior

Resolving employee conflict

Do not ignore the situation (Pearce 2014)
Ongoing conflict sends the message that
conflict is tolerated.

Do not assume that you understand the

situation
Do not rely on second-hand reports.
Speak with each individual involved in
private.
Distinguish between factual statements
and statements of opinion

Be clear about expectations and

consequences if behavior does not change

Resolving employee conflict

Be empathetic, but maintain professionalism (Pearce 2014)
Do not discuss personal issues, offer advice or criticism, or attempt to
give counseling
Direct employees to programs that may help them.
Remind them of professional expectations.

Scenario 1
A mistake was made on a hotel
reservation, and a guest is unhappy with
the room that they have received.
The guest refuses to accept any proposed
resolution.
The guest becomes belligerent and verbally
combative.

Scenario 2
A coworker has been consistently tardy
and missing shifts without notice.
When you confront them about it, they
confide in you they have been having
serious relationship problems and are very
depressed.

Scenario 3
Sara and Billy have not been getting along.
Sara feels that Billy has not been doing his
share of the work.
Billy is upset that Sara has been talking
badly about him to everyone in the
workplace.
Both have requested that you not schedule
them together.

Citations
The Chartered Institute of Marketing, March 2010, Cost of
customer acquisition vs. customer retention. Retrieved from
http://www.camfoundation.com/PDF/Cost-of-customer-acquisitio
n-vs-customer-retention.pdf
Margaret Pierce, Apr. 18, 2014, Conflict Resolution Strategies:
Scripts for Handling Uncomfortable Scenes. Retrieved from
www.hfma.org/leadership/conflict.