Workplace Wisdom Blog

How to Avoid the Mortal Combat of Personal Criticism

It’s normal to be “conflict-averse.” Most of us tend to try to avoid creating bad feelings among people. We shy away from anything that seems like a secret, can’t be helped, or isn’t worth getting... Continue reading

Can You Handle the Truth of a Compassionate Confrontation?

In some organizations, the fear of overt, explicit conflict -- and the pain and disruption that it can engender -- is even stronger than the fear of leaving existentially damaging problems unaddressed. You may have... Continue reading

5 Steps for Helping Irate Customers Keep Their Cool

Even when customers are irate, companies have another chance to make things right. Irate customers are asking for the relationship to be salvaged -- if they didn’t still want something from the company they’d just... Continue reading

An Example of Successful Service Recovery: A Real Apology

Sister had taken on the responsibility of ordering a big basket of goodies from Zingerman’s, the famous Ann Arbor deli and emporium, as part of the confab and celebration of Parents’ anniversary. Unfortunately, the shipment... Continue reading

Most Dissatisfied Customers Don’t Complain — Including Me

I had an important presentation to make and needed to be compelling, persuasive -- and although the clothes don't make the consultant, they can add to or detract from both presence and self-image. I found... Continue reading

A Leader’s Guide to Managing Workplace Conflict

In the last few posts on conflict, we’ve been assuming that the opponents in the conflict are working in good faith. But not all conflicts are straightforward disputes, that can be resolved merely with extra... Continue reading

What Should a Leader Do When the Team’s in Conflict?

No matter what you’ve told your team members about working things out together, and how you’ve tried to address the underlying structural problems that can trigger conflict among co-workers, folks are still showing up in... Continue reading

How Much Can the Boss Do About Workplace Conflict?

Executives ask me frequently: Why do they have to get involved in their subordinates’ conflicts? Why don’t they just work these things out themselves like adults instead of acting like they’re in high school? After... Continue reading

How to Get Back to Business After a Conflict

After a conflict, when you’re working your way toward agreement, with mutual respect and the necessary data in hand, a kind of horse-trading often takes place: “I’m willing to compromise on these dates and give... Continue reading

How to Use Facts and Opinions to Defuse Conflict

Last week’s post on reconciliation in the midst of conflict, looked for mutually held purposes and values that opponents could use as a foundation for conversation, and encouraged the practice of focused listening and empathy... Continue reading

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