Run TO the Fire
In order to be a great leader and salesperson, you will need to develop skills at conflict resolution.
You can minimize your pain by taking steps in advance to minimize conflict with your customers and employees but it is impossible to avoid it all together.
If you are dealing with people, there is going to be misunderstandings, oversights and hurt feelings.
Recently, I was discussing a particular issue with a friend who is in sales and he mentioned the phrase, “Run to the fire.” In other words, do not avoid the conflict but face it head on.
This is great advice. Conflicts do not go away if you ignore them. You may be able to avoid it for a while but when it comes back, it will return with a vengeance. Deal with it now or later.
I wish I could let conflict roll off my back with no emotion. But frankly, that is not my personality. I want to make it right and fix it. Now! Conflict resolution can take time. We have to learn to act quickly and be patient for the results.
Here are a few tips to resolve conflicts when they occur.
- Do not procrastinate. Face the issue head on and do everything in your power to make it right.
- Avoid ambiguity. Be clear in all of your correspondence. Speak to them face to face or on the phone whenever possible. Avoid email and texting.
- Show empathy. Apologize and genuinely be true to try and resolve the conflict. Never tell someone they are wrong. Lead them to conclusions by allowing them to speak and be heard.
- Take responsibility. Let them know you will take ownership in your part of the problem and you care about getting it resolved.
Conflicts will occur. You will do yourself and the other party a favor by running to the fire, not away from it.
Have a great week!
Pierce
