After speaking at the Grain Elevator and Processing Society (GEAPS) Leadership Conference in Fort Worth about the different modes of conflict handling, several attendees wanted MORE- they wanted more tips/tricks, "next level" conflict resolution training, "advanced" level insight, and "upper echelon" help.
I am thrilled that so many of these middle or upper management leaders want MORE.
I'll start a daily post of more advanced conflict resolution tips, tricks, theories, suggestions, and case studies, using the hashtag, #geapsnextlevelconres
Here is the first tip:
1. Use the BIFF model for dealing with heated emails with employees, supervisors, or clients. (Bill Eddy's model)
Be BRIEF
Be INFORMATIVE
Be FRIENDLY
Be FIRM
Here's an example:
From a customer: "This is the worst customer service I have ever experienced in my life! I've been a customer for years and have never had this treatment! So-and-so-salesperson is rude and never calls me back!!! I'm going to contact the Better Business Bureau and report you!!"
From you using the BIFF model: "Good afternoon, thank you for your loyalty for so many years. In looking at the salesperson's phone records, it seems as though they attempted to call this number xxx-xxx-xxxx four times on this xx/xx/202x. We must have an incorrect number for you. You can update your contact information on our website. Warmly, You."
Follow #geapsnextlevelconres for more!
John Caupert, Sukup Manufacturing Co., Ted Schick, Texas Grain & Feed Association, MKC - Mid Kansas Coop, Bunge, Columbia Grain International, Zeeland Farm Services, Inc., The DeLong Co., Inc. Cargill, King Milling Co, River Valley Cooperative, Mountaire Farms, Michigan Agricultural Commodities, Inc, NEW Cooperative, Inc, Belltown Farms , The Wenger Group, The Andersons, Inc., Viterra, Viterra Canada, Viterra US, CHS Inc., General Mills, Kanza Cooperative Association, King Ranch, Inc., The Essmueller Company, Keen Project Solutions, LLC, Heartland Rail Services, Grain Journal, Western AG, Mass Flow Sourcing, EDG, ANDCO™ Actuators, Fluid Engineering, Inc., Solentra, Alltech, FWS Group, 4B Components Limited, Maxi-Lift Inc. and so many more!
Rethinking Your Supply Chain // Passionate about Supply Chain, S&OP, Logistics and Production
3moBest of luck Geert Seghers. It is indeed a small world.