Which of the following is a good strategy for salvaging relationships after conflict quizlet?

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A company that spends energy and effort on satisfying internal and external customers by first identifying customer needs, then establishing policies, procedures, and management and reward systems to support excellence in service delivery. Customers are more empowered than ever before, due to a global marketplace, social networks and the rise of mobile. As a result, the pace of business is changing how businesses are led, develop strategy and build their customer focus. Ultimately, it is those who rise to the challenge and create a robust customer-centric strategy that succeed.

Make improvements every day. Understand that things will change in the future. If you don't accept and adapt to change, you will fail. Ask yourself, "What will my customer think about this" each and every time you make a decision.
Design feedback that tests what matters most to customers,
not just what matters most to you.
.
If customer focus is not profitable, you're not doing it right.

Recognize that customer experiences are multi-faceted. It's about much more than just products and services. You cannot change culture by changing culture.
Change measures, leaders and processes instead.
Work for people who get it. If leaders don't get the importance of customer experience, customers won't get the level of service they deserve.

A service environment made up of various factors, including the values, beliefs, norms, rituals, and practices of a group or organization.

A service culture exists when you motivate the employees in your organization to take a customer-centric approach to their regular duties and work activities. Sales and service employees put customer needs first when presenting solutions and providing support. Other employees work behind the scenes to ensure customers get a good product experience. Developing a service culture requires time and consistency.

Show genuine interest in finding out what your customers want from your company, products and services. Ongoing research can help you gain insight as to how your company currently performs and what improvements you must make to strength loyal relationships. Your employees can more easily by into the customer-first mentality you project if they see you working to gather information about your customers.

Communicate and Establish Consistency: Most elements of a company culture begin at the top. As a business owner or manager, your actions and words set the tone for what employees view as core philosophies of the business. If you project a service attitude in your dealings with customers or clients, that helps. You can establish a vision and company objectives that emphasize customer service. In delegating responsibilities to departments, work teams and employees, you want to convey the specific duties each holds in the bigger picture.

Reward and Recognize: If you emphasize customer service in assessments, raises and promotion decisions, even above other production and sales standards, it strengthens your commitment. Publicly recognizing top service performers with praise and awards may encourage workers to work on their reputations as elite service performers.

Set Policies and Train: You service culture is also developed through formal written documents and communications. Your company mission, website, employee policy manual and customer service policy all provide opportunities to infuse customer-oriented policies for internal or external communication.

Language learning depends on listening. Listening provides the aural input that serves as the basis for language acquisition and enables learners to interact in spoken communication. Effective language instructors show students how they can adjust their listening behavior to deal with a variety of situations, types of input, and listening purposes. They help students develop a set of listening strategies and match appropriate strategies to each listening situation.

Listening Strategies are techniques or activities that contribute directly to the comprehension and recall of listening input. Listening strategies can be classified by how the listener processes the input.
Top-down strategies are listener based; the listener taps into background knowledge of the topic, the situation or context, the type of text, and the language. This background knowledge activates a set of expectations that help the listener to interpret what is heard and anticipate what will come next.
Top-down strategies include: listening for the main idea, predicting, drawing inferences summarizing. Bottom-up strategies are text based; the listener relies on the language in the message, that is, the combination of sounds, words, and grammar that creates meaning. Bottom-up strategies include: listening for specific details, recognizing cognates, recognizing word-order patterns. Strategic listeners also use metacognitive strategies to plan, monitor, and evaluate their listening.

They plan by deciding which listening strategies will serve best in a particular situation. They monitor their comprehension and the effectiveness of the selected strategies. They evaluate by determining whether they have achieved their listening comprehension goals and whether the combination of listening strategies selected was an effective one.

The ability of knowledge, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word of mouth publicity and return business.
Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest".

Patience: Not only is patience important to customers, who often reach out to support when they are confused and frustrated, but it's also important to the business at large: we've shown you before that great service beats fast service every single time. If you deal with customers on a daily basis, be sure to stay patient when they come to you stumped and frustrated, but also be sure to take the time to truly figure out what they want

Attentiveness: The ability to really listen to customers is so crucial for providing great service for a number of reasons.
listening to customer feedback is a must for many businesses who are looking to innovate. Not only is it important to pay attention to individual customer interactions, but it's also important to be mindful and attentive to the feedback that you receive at large.

Clear Communication Skills: Make sure you're getting to the problem at hand quickly; customers don't need your life story or to hear about how your day is going. Be cautious about how some of your communication habits translate to customers.

Knowledge of the Product: The best forward-facing employees in your company will work on having a deep knowledge of how your product works. Know the ins and outs of how your product works, just like a customer who uses it everyday would. Without knowing your product from front-to-back, you won't know how to help customers when they run into problems.

Ability to Use "Positive Language": your ability to make minor changes in your conversational patterns can truly go a long way in creating happy customers. Language is a very important part of persuasion, and people create perceptions about you and your company based off of the language that you use. Small changes that utilize "positive language" can greatly affect how the customer hears your response...

Acting Skills: Sometimes you're going to come across people that you'll never be able to make happy.

Time Management Skills: spend more time with customers, the bottom line is that there is a limit, and you need to be concerned with getting customers what they want in an efficient manner. This is an important part of the personalization process as well, because it takes knowing your customers to create a personal experience for them. This skill is essential because you don't want to mis-read a customer and end up losing them due to confusion and miscommunication. Look and listen for subtle clues about their current mood, patience level, personality, etc.,

A Calming Presence: There's a lot of metaphors for this type of personality: "keeps their cool," "staying cool under pressure," etc., but it all represents the same thing: the ability that some people have to stay calm and even influence others when things get a little hectic. Do not let a heated customer force them to lose their cool; in fact it is their job to try to be the "rock" for a customer who thinks the world is falling down due to their current problem.

Goal Oriented Focus:

Ability to Handle Surprises: Sometimes the customer support world is going to throw you a curveball.

Persuasion Skills: you need to have some mastery of persuasion so that you can convince interested customers that your product is right for them.

Tenacity: Call it what you want, but a great work ethic and a willingness to do what needs to be done is a key skill when providing the kind of service that people talk about.

Closing Ability: being able to end the conversation with confirmed satisfaction (or as close to it as you can achieve) and with the customer feeling that everything has been taken care of (or will be).
Willingness to Learn:

Bring New Perspectives and Ideas: they're turning to you and your firm is that they're stuck and need your help. Therefore, you must be able to bring something new to the table.

Be Willing to Collaborate: Customers absolutely do NOT want you to sell them something, even something that's wonderful. They want you to work with them to achieve a mutual goal, by being responsive to the customer's concerns and ways of doing business. Ideally, customers want you to become integral to their success.

Have Confidence In Your Ability to Achieve Results: Customers will not buy from you if you can't persuade them that you, your firm, and your firms offerings will truly achieve the promised results. It is nearly impossible to persuade a customer to believe in these things unless you yourself believe in them. You must make your confidence contagious.

Listen, Really Listen, to the Customer: When they're describing themselves and their needs, customers sense immediately when somebody is just waiting for a break in the conversation in order to launch into a sales pitch. In order to really listen, you must suppress your own inner-voice and forget your goals. It's about the customer, not about you.

Understand ALL the Customer's Needs: It's not enough to "connect the dots" between customer needs and your company's offering. You must also connect with the individuals who will be affected by your offering, and understand how buying from you will satisfy their personal needs, like career advancement and job security.

Help the Customer Avoid Potential Pitfalls: Here's where many sellers fall flat. Customers know that every business decision entails risk but they also want your help to minimize that risk. They want to know what could go wrong and what has gone wrong in similar situations, and what steps you're taking to make sure these problems won't recur.

Craft a Compelling Solution: Solution selling is definitely not dead. Customers want and expect you to have the basic selling skill of defining and proposing a workable solution. What's different now though is that the ability to do this is the "price of entry" and not enough, by itself, to win in a competitive sales situation.

Communicate the Purchasing Process: Customers hate it when sellers dance around issues like price, discounts, availability, total cost, add-on options, and so forth. They want you to be able to tell them, in plain and simple language, what's involved in a purchase and how that purchase will take place. No surprises. No last minute upsells.

Connect Personally With the Customer: Ultimately, every selling situation involves making a connection between two individuals who like and trust each other.

Provide Value That's Superior to Other Options: unless you can prove that buying from you is the right business decision for the customer, the customer can and should buy elsewhere.

Pause before responding. I don't know about you, but I'm often in a rush for something and whenever I'm trying to communicate, I'm usually trying to do so quickly. As hard as it is for me to just pause sometimes, I've actually found that it works wonders when it comes to communicating more effectively with others. Sometimes just that tiny break, giving you time to think, is just what you need to really understand what someone else has said or to formulate the thoughts you really want to convey.

Be trustworthy and honest. When you're trustworthy and honest, communication becomes a lot less complicated. You don't have to think about what you're going to say wrong and you don't have to worry about uncovering a secret or a dishonest statement. If you remain open, honest, and worth of trust, you'll have a much easier time communicating with others and others will be a lot more willing to communicate with you. Words like "trustworthy" and "honest" are thrown around a lot, but they really are valuable and they are particularly important when it comes to communication.

Don't rush communication. When you're rushing and trying to get through your communication quickly that's when things can go wrong. Often when we're in a rush, we forget things or misplace things and the same goes for when we're rushing through any type of communication. So next time you find yourself communicating with someone else, slow down and really pay attention. Taking just a little extra time could end up making a huge difference.

Adapt your ideas to others. When we come up with an idea, we often have a set image of it in our minds and that image isn't always easily conveyed to others. If you really want your ideas to be heard, you have to work with the person you're speaking to and find a way to communicate that idea in a way s/he will understand. This means you have to take the time to get to know your audience if you really, truly want to be able to communicate with them effectively.

Stay in the moment. You know I love this one! When you devote your full attention to the person or people you are communicating with, you're more likely to have much better results. I know for a fact that's very, very true. Whenever I've gotten distracted and stopped paying attention to the person I'm communicating with, the communication as quickly gone south. If you want to communicate your thoughts effectively, you have to stay in the present moment and really be there when you're speaking and listening.

Pay attention to non-verbal cues. This is essential when it comes to effective communication. So much of what we say is actually not said, and if you want to understand what others are really thinking or saying you have to do more than just listen. You have to look and experience too. It's very easy to say something and not really feel it so it's very important that, when communicating, you look both at your own non-verbal cues and those others are sending you. There's a lot to be said for what's not really being said.

Intend to understand. This idea comes from Stephen Covey and focuses on the concept of listening to actually understand what is being said, rather than listening just to respond with what you want to say. This can be a tricky thing to do if you're anything like me, always ready to respond with your own opinion. Too often we're not really trying to understand what others are saying but instead are trying to find a way to jump from their points to our own. Next time you're communicating, do what you can to really work on understanding what others are saying.

Be patient and open-minded. Communication, even the easiest of communication, can be tough at times, which is why it's so very important to be both patient and open-minded in your interactions with others. Recognize that you might not necessarily be communicating as effectively as you'd like and remember to also be patient with yourself. No matter what the situation, there is a way to communicate -- sometimes it just takes time. Be patient and keep your mind open for new ways of sharing and understanding.

Follow up after communicating. To often we assume that whatever we've attempted to communicate was received just the way we sent it and, unfortunately, more often than not that's just not the case. If you're communicating with someone (especially if it's important!), make sure that you follow up after you've communicated. Assuming that your message was heard and understand is a big no-no in the effective communication world. No matter how obvious your message might seem, it never hurts to follow up!

Ask for feedback from others. When it's all said and done, one of the best ways you can learn to communicate more effectively (particularly with specific individuals) is to ask for feedback. Take some time to speak to those who you communicate with frequently to find out how you can improve on your communication with them. Sometimes all it takes is a few suggestions and you'll be on the road to creating a better understanding with someone else. It's not always easy to ask for feedback, but it's worth it!

Image is everything, at least at first. Right or wrong, that first impression goes a long way in shaping how people feel about you until you impress them to think otherwise. You can feel successful people when they walk into a room. Attention goes their way in an instant. Everyone wants to be like them or near them. It doesn't matter if they are CEOs, salespersons or carpenters. Some people are naturally blessed with a successful aura, but most have to find their inner confidence and learn to polish at least some aspects of their image. If you project a loser image, people will treat you like a loser right from the start. You want people to think you are a winner from Day One. Winners get hired. Winners get funding. Winners get promotions. Winners attract top talent. Winners invite opportunity.

Look Good for Any Occasion: You don't have to be rich to look good. Acceptable business attire today is relative. A suit is as much out of place at Zappos as sweats and flip-flops are on Wall Street. Just pay attention to detail and dress appropriately. Want to upgrade your image? Always dress one notch higher than what's expected. If dress is business casual, put on a suit. If it's khakis and polo shirts, bring out the sport jacket. Dress it up and accessorize tastefully. Hire a style expert if you're tasteless.

And, yes, shoes matter. In a room full of suits and khakis, your shoes say a ton about your personality, so keep them stylish and nice. Lastly, don't forget grooming. Interesting hair and nails are fine as long as they intentionally communicate the image you wish to project. Unfinished or unkempt says you can't take care of yourself. Keep healthy, and have good posture. Don't project yourself as a hot mess.

Write and Speak Correctly: Using the proper grammatical answer, "I'm doing well," may seem minor, but small infractions are big to those who judge you. People do notice. Improve your grammar, spelling, and especially, your diction. If English is your second language, you'll need to work harder. It may not be politically correct, but sadly many Americans still believe, if only subconsciously, that people who don't speak and write English well are less intelligent than those who do. Don't let them dismiss you because of the way you speak and write.

Master the Art of Intelligent Conversation: If all you talk about is your company, your job, your family, or the Kardashians, you won't be considered at the top of your or anyone else's game. Be up on current events. Be a lifelong learner. Take courses, read books, listen to interesting podcasts. Travel and learn about different cultures, even if they are only a few miles away. Then find a way to relate these lessons in interesting and valuable ways to people around you. Make it so people look forward to hearing what's next. And most important, know when to shut up. Make sure the conversation is reciprocal, or it's not a conversation; it's a lecture.

Be Charitable: People are impressed by selfless givers. Granted, these are tight times, and not everyone has extra money. But you can be charitable in many ways. Give your time, energy, and wisdom to people around you as well as those in dire need. Help the person flailing in the office, or the friend hurting, or the disaster victim, or anyone trying to build a better life. Just find a cause and give. People will notice and respect you for it. Including the most important person...you.

Be Organized: Why Innovation Is Driven by Your Company's Culture. Regardless of net worth or position, when you're unorganized, it shows and irritates those around you. People may still accept your importance, but they'll also believe you're out of control. You are judged on little things like timely response to messages and email. Showing up late disrespects others and makes you look careless or worse, indifferent. There are plenty of tools in your smartphone. Use them. Get an assistant if you have to. And quit dragging all your stuff around. Travel light. If you look organized and efficient, people will think you've got it together.

Make People Feel Important: Successful people know how to make it all about the other person. When face to face, have a firm handshake, make eye contact, and show respect by being present. Help people feel that what they have to say is important and worth your time. Understand and use the power of gratitude, be it with small gifts, time, or a simple thank-you. These are powerful tools that used authentically will elevate your image.

Spend Time With Successful People: You are always judged on the company you keep. Build a circle of people you respect and admire, and you, too, will be respected and admired by the people important to you. No one else matters

Managing conflict involves more than just resolving the disagreement. If you fail to address the emotional and psychological needs of those involved, you may find the conflict returning and/or severe damage to the relationship may occur.

Depending on the severity of the conflict and how it was handled at each step of the resolution process, it may be impossible to go back to the relationship as it was before the disagreement. The key to reducing this possibility is to identify and address conflicting issues as early as possible. The longer an issue remains unresolved, the more damage it can cause. Whenever possible, apply one or more of the following strategies to help protect and salvage the relationship(s) between you and your coworkers, supervisor, and customers.

Reaffirm the value of the relationship: You cannot assume that others feel the same as you or understand your intent unless you communicate it. Tell them how much you value your relationship. This is especially important when dealing with customers. Many dissatisfied customers typically tell others about the experience and damage can be done to the organizations reputation.

Demonstrate commitment: You must verbalize and demonstrate your desire to continue or strengthen your relationship. The way to do this with customers is through service recovery.

Be realistic: Because of behavioral styles, it is difficult for some people to "forgive and forget." You have to systematically help restore their trust. It can take a while to accomplish this, but the effort is well worth it.

Remain flexible: A solid relationship involves the ability to give and take. It is especially crucial that you and the other people involved make concessions following conflict. Keep communication open. One of the biggest causes of conflict and destroyed relationships is poor communication.

Gain commitment: You cannot do it all by yourself. Get a commitment to work toward reconciliation from any other person(s) involved in the conflict. Monitor progress. Do not assume that, because the conflict was resolved, it will remain that way. Deep-seated issues often resurface, especially when commitment was not obtained. With customers, be sure to do the follow-up that you have read about in earlier chapters.

Providing service that makes a customer feel special can lead to customer satisfaction and loyalty to you and your organization. By responding appropriately and in a positive manner you will increase your likelihood of success.

When additional information is needed, it is up to you to ask questions that will elicit useful customer feedback. You must then interpret and respond in kind with feedback that lets the customer know you received the intended message. You must also let your customers know that you'll take action on their needs or requests.

Employee conflict in the workplace is a common occurrence, resulting from the differences in employees' personalities and values. Dealing with employee conflict in a timely manner is important to maintaining a healthy work environment. Believing that a conflict will simply disappear is an inaccurate assumption to make because simple conflicts can grow into major problems if not dealt with appropriately. Managers should understand the common causes of employee conflicts, so that a solution is found before the issues become unmanageable.

Poor communication: Is one of the main causes of conflict between employees in the workplace. This can result in a difference in communication styles or a failure to communicate. For example, a manager reassigned an employee's task to the employee's co-worker but failed to communicate the reassignment to the employee. This may cause the employee to feel slighted, which can transform into animosity among the two employees and the manager. Failing to communicate in the workplace may cause employees to make incorrect assumptions and believe workplace gossip. Poor communication in the workplace not only causes conflict but decreases productivity and employee morale.

Difference in Personalities: A difference in personalities among employees is another cause of workplace conflict. Employees come from different backgrounds and experiences, which play a role in shaping their personalities. When employees fail to understand or accept the differences in each other's personalities, problems arise in the workplace. The employee with the straightforward personality may offend a co-worker that does not possess the same type of personality. The co-worker may feel as if the employee is rude or lacks the authority to deal with her in such a straightforward manner.

Different Values: Similar to personalities, the values of employees differ within the workplace. A difference in values is seen clearly when a generational gap is present. Young workers may possess different workplace values than older workers. The difference in values is not necessarily the cause of employee conflict in the workplace, but the failure to accept the differences is. When employees fail to accept the differences, co-workers may insult each other's character and experiences. When insults occur, the conflict intensifies until the right solution is offered and accepted.

Competition: Unhealthy workplace competition is a cause of employee conflict. Some industries foster competitive environments more than others. When salary is linked to employee production, a workplace may experience strong competition between employees. Competition that is not properly managed can result in employees sabotaging or insulting one another, which creates a hostile work environment. Unhealthy workplace competition discourages teamwork and promotes individualism.

Nonverbal communication is important in the workplace because it affects the work environment. What you communicate nonverbally can expose how you feel. If your nonverbal communications skills are poor, you may be communicating negativity and making your coworkers uncomfortable. To improve your nonverbal skills, you must first identify the areas where you are lacking.

Eye Contact: Establish eye contact when speaking to others. When you make direct eye contact, it shows the other party that you're interested in what he is saying. If you must give a presentation at work, establish eye contact with the audience. It tell them that you are confident in what you are presenting. Making direct eye contact provides others with the comfort needed to communicate with you in return.

Facial Expressions: Your facial expressions convey your emotions. Facial expressions are typically universal, which means they convey the same message globally. A frowning person is usually upset. Offer a smile when talking to someone. This tells people that you are happy or in a good mood. It also creates an atmosphere with warmth and friendliness, allowing others to feel comfortable.

Space: Pay attention to your proximity to others. Different cultures view proximity in various ways, so take notice if the person you're communicating with is uncomfortable. This could mean that you are standing too close, and should create some distance between the two of you. The amount of physical space given can convey many emotions. For example, a person who is behaving aggressively is probably standing very close to the other person.

Posture: Look at your posture. Slouching shows that you are not interested in what a person is saying. Your body movement is also important. For example, swinging your leg back and forth while sitting in a meeting tells others you are impatient, bored and uninterested. Sit up straight and face others when talking.

Tones and Sounds: Your tone of voice and the sounds you make can communicate your thoughts to others without your even speaking. If you receive directions from a manager and immediately grunt, you are showing your manager that you do not agree with what he said. Your tone or sounds can inform people of your anger, frustration or sarcasm. Avoid sighing repetitively or speaking in a high-pitched voice. Speak softly and calmly.