Managing Functional Conflict Within the Contact Centre
How to make sense of functional conflict, apply what is learned from it, and create a more harmonious, efficient workplace.
“Functional conflict” may sound like “devout atheist,” a bit of an oxymoron. But the truth is some conflict in the workplace is actually productive. Functional conflict is defined as the type of discord that actually serves the contact centres best interests and may in fact improve performance. Dysfunctional conflict is the bad stuff – petty infighting, unproductive arguments, and obstinacy – that gets in the way of your client service centre’s operations.
When you consider the astronomically high cost of turnover in the contact centre environment, managing functional conflict becomes even more important: Ernst & Young reports that the total cost of replacing one employee can run as high as 150 percent of the terminated employee’s salary. Yikes!
In order to actually benefit from functional conflict, however, you can’t just sit in your office and let it unfurl. To make the most of what may come from functional conflict, you have to get your hands a bit dirty. That’s why it’s important to know how to manage functional conflict so your organization can get past it and your contact centre can benefit from what is learned.
Establishing a Functional Conflict-Friendly Environment
In order to benefit from functional conflict, your contact centre must have an appropriate environment in which it can flourish. Here are some characteristics of functional conflict-friendly zones:
- A collaborative culture is created
- Constructive criticism is welcomed
- Curiosity is encouraged
- Employees and management are inspired to evaluate their own performance
- Issues are dealt with as they unfold; avoidance of conflict or problems is not an option
Managing Functional Conflict
When an issue is presented, management’s approach is what will determine whether a functional conflict will lead to a peaceful and productive resolution or an unfortunately fruitless quagmire.
To effectively handle conflict in your contact centre, be sure you demonstrate clear and decisive leadership. Quality training goes a long way to support a functional workplace – conflict or not. Here are some important steps to take:
- Be sure you have a clear conflict resolution system in place and that all employees are aware of its existence
- Consider a third party counselor who might mediate conflict between employees so they don’t feel threatened by the involvement of management
- Create an environment of trust in which employees feel comfortable addressing concerns both with each other and with management
- Focus training on developing good communication skills and listening
- Have regular check-ins with employees in which they can air their concerns and issues
- Pay attention to the unspoken signals of conflict, such as body language and employees that refuse to speak up
When handling a specific issue, it’s important that you demonstrate good listening and communication skills for two reasons: 1) it will help the conflict to be resolved more effectively, and 2) it sets a good example for employees. Be sure you stay calm and communicate clearly. Establish a clear set of expectations for the outcome of the conflict and that you expect the plan will be adhered to as everyone moves forward. Most importantly, remember that your example is what sets the tone for your employees; if you become wrapped up in the issue at hand and allow things to escalate, your contact centre will suffer.
Manager as Facilitator
Ultimately, it may take a bit of a code switch on your part as manager when dealing with conflict. Your role should be that of a good leader who is facilitating the resolution of disagreement within the workplace. Don’t make the mistake of thinking like a dictator, issuing edicts for how everyone will behave.
Include your employees concerns and opinions as you carefully work your way through the matter at hand. Ask questions so employees feel that their concerns are being heard. Finally, take notes and keep a clear record of what occurred, what intervention happened, and what goals or decisions arose from the discussions of the issue. It is important to have a clear paper trail for future reference should it be needed.
Conflict doesn’t have to be destructive if it meets two qualifications:
- It’s a functional conflict, arising from the best interests of your organization.
- It is effectively managed.
In order to be sure you don’t let conflict bring you down, consider the steps laid out in this plan. For more information on how to manage a high-performing contact centre, both in-house and by employing a third-party support service, check out our free white paper.
