Conflict Management with Staff

Some conflict in business is natural and can create a healthy atmosphere for the exchange of ideas and opinions. However, when conflict begins to damage productivity and output, it needs to be identified and addressed. Types of conflict vary widely based on many factors making every conflict unique. Effective communications in these situations is critical.

First speak with individual staff members who are involved in the conflict or impacted by it. In these discussions focus on the impact the conflict is having; this makes the conversation objective and resolution oriented and not personal. Once the conflict has been evaluated and actions have been identified to reach resolution, communicate quickly and concisely to everyone in the "sphere of conflict". People need to know that the conflict has been detrimental and must be resolved with change.

These communications need to be based on knowledge of the circumstances, critical thinking that clarifies the issue and identifies actions, and most importantly, make everyone aware that the conflict is being resolved and is over. Move on.

Challenges of New Markets

The basic principles of marketing and impactful communications are also effective in foreign markets and help companies focus on critical success factors. A well-known marketing mantra is “know your customer, have the right message and deliver that message at the right time”. This sounds fairly simple but companies often spend millions of dollars making sure these three elements are aligned. In domestic markets there is an inherent understanding of the customer. Foreign markets pose the added complexity of language, culture and social structure, all of which are factors in an accurate customer definition.

The selling attributes of a product or service must be adjusted to each market and to the language of business or the consumer. Channels of communication may differ and include brokerage middle-men. Selling and communicating to these groups is quite different.  

Problem Solving

Problem solving is one of the most critical skills in business. The first and most important step to solving the problem is to accurately define the problem. Be objective and do not have preconceived notions. Bringing biases and preconcieved notions into this process means you are defining the problem before you have defined the problem. Be objective and get the facts. Apply some critical thinking and get this first step right. Often a problem shows up as a symptom or effect. Look for the cause. A solution addresses the cause and that gets rid of the symptom.

For example, if product sales are dropping off, find the cause. It might not be that the sales people aren't doing their job. The sales people report that customers just aren't buying as much as they used to. The problem actually is a new competitor. The solution is to analyze the competition and adjust how you promote your product.

Get the facts you need to know what your solution is based on.