Experiencing Conflict
Imagine you're a call taker in the middle of a clash with a coworker. Or maybe you're talking to an angry caller who is “pushing all your buttons.” You probably feel your heart racing and your palms starting to sweat. Your breathing becomes faster and more difficult. You get “tunnel vision” and suddenly it becomes hard to think clearly.
Telecommunicators experiencing these symptoms of conflict are affected both mentally and physically. Conflict can also affect work satisfaction, job performance, and health.1
In a high-pressure work situation, conflict may seem inevitable. But a deeper understanding of conflict can help you keep your staff healthy and your center functioning.2
Conflict Is Highly Individual
People react to conflict situations in different ways, depending on personality, work style, and chlidhood experiences.3 Some people like to talk things out, or have a big fight to “clear the air,” or just pretend that nothing is wrong and hope things will get better on their own. Plus, individuals have different “triggers”—things that others say or do that make them especially upset or defensive.4
What does this mean for you? Tailor your conflict management strategies to the people involved. Get to know your employees' styles and triggers—and also your own.
