Todays Topics: Clients, Complaints & Conflict

Todays Topics• What is a Client?• Why Do Clients Complain?• Can Complaints be a Positive Thing?• How to Effectively Handle Client Complaints• Some Do’s and Don’ts• Case Study• What is Conflict• What is Conflict Management?• The Causes of Conflict • How Do People Deal With Conflict?• Advantages & Disadvantages of Conflict• Mediation – Helping People Resolve Conflict

What is a Client?

A client is a person or an organisation that purchases your services.

What is Client Service?It is how your organisation and its staff treat clients

It Operates at four levels: legislative (government), codes of practice (industry), policy (organisation) and personal (individual)

Why do Clients Complain? Fees too high Standard of service expectations not met The attitude of staff inappropriate Incompetence of staff Errors in processing accounting work Staff giving inaccurate information Delays in preparation Penalties from the ATO or ASIC Bad advice caused a business calamity

Can Complaints be a Positive Thing?

They are a valuable form of feedback.

May show where weaknesses lie.

May provide an opportunity for improvement.

How To Effectively Handle Client Complaints

An organisation that deals effectively with client complaints will:

Establish policies and procedures Train staff in handling complaints Deal immediately with complaints - Don’t Delay! Make the complaints process easy for clients Review its complaints register regularly

Some Do’s and Don’ts

When handling Client Complaints

DO-S:When a client contacts you with a complaint:

Be courteous, calm, polite and professional manner towards them at all times.

Listen actively. Obtain the facts - ask questions to get the facts.

Check your understanding of the details of the complaint

Show empathy – see it from their point of view.

DONT’S:Some things to avoid when handling complaints:

• Don’t take the complaint personally.• Don’t apologise for the complaint and accept blame • Don’t blame others for the mistake.• Don’t immediately blame the client • Don’t interrupt the client or tell them to calm down, if they

are angry

CASE STUDYRead The Class Activity

What is Conflict? Definition of Conflict Conflict Management Causes of Conflict Advantages of Conflict Disadvantages of Conflict

What is Conflict?

When 2 or more people have differences in ideas/views and are not ready to understand or accept each other’s ideas/views.

Conflict is characterized by the following:

Opposition Antagonistic interaction

Incompatible behavior

Block another party from reaching his or

her goals

What is Conflict Management?

Conflict management is the principle that all conflicts cannot necessarily be resolved, but learning how to manage conflicts can decrease the odds of non-productive escalation.

Causes of Conflict

In small groups discuss and identify some causes of workplace conflict

Group Activity

Causes of Conflict

Miscommunication

Mishandling conflict in the past

Hidden Agenda

Revenge

Causes of Conflict

Fighting the “last war”

Personality conflict

Value differences

Goal differences

Causes of Conflict

Dishonesty

Boundaries

Negligence

Need to be right

Causes of Conflict

Ideological Differences

Opinion Differences

Behavioural Differences

Fear

Causes of Conflict

Miscommunication

Mishandling Conflict in the Past

Hidden Agenda

Revenge

Causes of Conflict

Methodological Differences

Substandard Performances

Lack of Cooperation

Difference regarding Authority

Causes of Conflict

Differences Regarding Responsibility

Competing over Resources

Non Compliance with Rules & Regs

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There is no one best way to deal with conflict. It depends on the situation. The following are the major ways that people use to deal with conflict:

Let us look at each in detail.

Ways People Deal with ConflictTh

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The Turtle (WITHDRAWING):Turtles withdraw into their shells to avoid conflicts. They give up their personal goals and Relationships.

Ways People Deal with ConflictTh

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The Shark (FORCING):Sharks try to overpower opponents by forcing them to accept their solutions to the conflict.

Ways People Deal with ConflictTh

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The Teddy Bear (SMOOTHING):For teddy bears, the relationship is of great importance while their own goals are of little importance

Ways People Deal with ConflictTh

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The Owl (CONFRONTING):Owls highly value their own goals and Relationships.

Advantages of Conflict

Advantages of ConflictAdvantages of Conflict

Diffuses more serious conflicts

Stimulates search for new facts or solutions

Enhances relationships

Increases cohesiveness

Disadvantages of Conflict

Disadvantages of ConflictDisadvantages of Conflict

Time consuming

Disrupts progress/ problem solving

Detracts from job at hand

Keeps people apart; if unresolved

Poor quality, lowers productivity

Reduces team effectiveness

What is Mediation?

To act between Parties with a view to reconciling differences

What is Mediation?

This person may be the manager or another person of authority within the organisation who is not involved in the dispute.

What is Mediation?

Assist the parties generate a solution for themselves with which they are both comfortable and to which they can both commit.

QUIZ REVISION

Todays Topics• What is a Client?• Why Do Clients Complain?• Can Complaints be a Positive Thing?• How to Effectively Handle Client Complaints• Some Do’s and Don’ts• Case Study• What is Conflict• What is Conflict Management? • Causes of Conflict• How Do People Deal With Conflict?• Advantages & Disadvantages of Conflict• Mediation – Helping People Resolve Conflict

Next Week’s Topic

“Office Politics”