COMMUNICATION IN ACTION: CONFLICT RESOLUTION

Conflict is part of business. No matter how hard you work to provide a good experience for every customer you work with, you will inevitably have someone, at some point that is unhappy with you. As a business owner, it is critical to develop a thick skin and solid communication strategy for dealing with unhappy clients. Remember, communication is the bridge between the conflict and the resolution and can truly make or break you in these situations!

Last week I traveled with my family from Oregon to Utah. We flew on Delta Airlines (as we always do…first-class seats for the win – thank you SkyMiles!!) and all was as it should be until it was time to take off…and we were still parked at the gate. Now, to the untrained or inattentive ear, all was well, and we were just getting settled in for the short flight. But, to an avid observer such as myself, I could tell something was going on.

Since we were in the front row of the airplane, we could hear the flight crew discussing something important. The attendants from the rear of the aircraft kept coming up front to talk to the lead flight attendant and then the lead attendant would go to the back. And then the gate agent came onto the plane, which either meant we were ready to go, or that we weren’t going anywhere.

As the flight crew and the gate agent walked by me to go to the back of the plane again, I heard them discussing a passenger in row 29 that was unhappy with her seat (or something to that effect). I didn’t catch any details and don’t know why that passenger was unhappy, but I did hear the flight crew state that they couldn’t delay the flight and that they would have to ask her to leave the plane.

I braced myself for a dramatic, TikTok-worthy exit from the disgruntled passenger. Instead, it was a very quiet uneventful exit for her, and then the crew carried on with the departure process.

I smiled to myself as I watched the gate agent escort the passenger from the plane and assist in securing the cabin door. I was so impressed with the way the flight crew handled the situation. I was also impressed with the passenger because we all know that in that situation, people can react all sorts of ways, and I was glad to see that she remained calm even in an otherwise uncomfortable situation.

I wanted to share this story with you today because this is a prime example of communication in action in a situation of conflict resolution. I want to shout out the amazing flight crew because they maintained their composure and not once did we hear any raised voices from the rear of the plane. While it was clear that the rear attendants were a bit frustrated with the passenger, they relied on their (likely more experienced) flight leader to help guide the situation. As soon as it was evident that there was a problem, they began communicating with both the passenger and the gate agent so that a solution could be found quickly and without disturbing the rest of the passengers.

The flight leader and gate agent brought the passenger up front (right in front of my seat) and explained to her that she could take a later flight with a different seat or keep the seat she was assigned. Again, no voices were raised, the passenger remained calm, and ultimately, she chose to take a later flight. She left the aircraft and off we went. The flight crew returned to their duties, and we enjoyed a lovely sub-2-hour flight to Salt Lake City!

As a communication coach, I was thrilled to see this exchange unfold in front of me. Not only did it reaffirm that communication is our MOST powerful tool in business, but it also proved that even when your client is upset or less than satisfied, you can still help them and provide a satisfactory experience. You won’t get it right every single time, but you can ensure that you do your best, and that you learn from every client so that you can handle the same situation appropriately in the future!

To help you with conflict resolution, here are 4 things you can do to steer the situation in the right direction:

1. Remain calm: Do NOT under any circumstance allow your frustrations or any emotions become the center of focus. When you speak with or write to the client that you are dealing with, keep your emotions out of it. They are already an emotional fire waiting to explode. If you bring your emotions to the table, you will pour gasoline on that fire, and it will not end well for either of you.

2. Be clear and be firm: My flight crew was clear with the upset passenger – she could deplane and take a later flight or take the seat she was assigned. They were kind but direct. There was no waffling or flip-flopping. The passenger had two options and the flight crew stood by them.

3. Keep your ears open: Listen to your clients when they are upset. They may just be hard to please, but they may have a legitimate reason to be upset with you. If that is the case, you must be open to listening to their concerns so that you can better yourself or your process. If their reason for being unsatisfied is your fault, use their feedback to evaluate your practices and make necessary changes.

4. Don’t take it personally: This is the hardest thing to do. Especially if you are a one-person show or just have a small team, it can be difficult to not take it personally when a client is upset, demands a refund, or leaves you a bad review. It can feel like a gut punch. The good news is that that person’s opinion of you does not define how YOU do business. Remember, some people are impossible to please and no matter what you do, they will be unhappy. If they do leave a bad review, respond to it. Respond with all the ways you tried to help them have a better experience. Wish them well in their future endeavors. By doing this, you will show that you care about their experience and that you did everything you could to provide them a good one. It will also show future clients, that will inevitably read the review and your response, that you were diligent in dealing with this individual, even if they weren’t happy in the end.

Are you uneasy with conflict or unsure how to handle uncomfortable conversations? You are not alone. Conflict resolution is nobody’s favorite pastime. But it is vital for you to be able to navigate conflict with your clients so you can help them reach the best possible outcome. I get it, some people are simply impossible to please, and you have to be willing to just let them go, but most of the time it won’t be that extreme. Sometimes the best possible outcome is simply moving on from that person. Give them the refund and move on to the people that you can help!

Thanks for stopping by! Want to learn more about how you can build your communication skills and become a master at resolving conflict? Book a call or reach out to me on social media! I would love to meet with you in person if you are local to my area! And if not, we can schedule a virtual get-to-know-you session!

I currently have openings for new coaching clients and would love to help you develop your ability to handle tough conversations and tougher clients! Head on over to my resources page now! I can’t wait to connect with you!

I hope to see you soon!

Ciao for now!