TRIPLE III TIME: Co-Worker Conflict/Leadership/Customer Service (A Mixture Message)
One of the toughest leadership challenges is addressing Co-Worker Conflict. In many instances it (conflict) is the result of just plain personality differences… and are those really changeable? But even more critical to an ongoing Co-Worker Conflict is its very negative impact on the delivery and effectiveness of quality Customer Service within and outside of an organization!
Co-Worker Conflict can negate inter-organization clear and concise communication. It can spread an “illness” of non-cooperation among staff. Co-Worker Conflict can limit or even destroy any plans for a new, cool innovative product or service. And this list can go on.
One of my most effective Leadership actions to deal with Co-Worker Conflict was to remove the decision-making authority on a challenge issue from the “conflictors”. My directive sounded something like this: “If you can not resolve this issue between yourselves…I WILL MAKE THE DECISION AND NO ONE WILL BE PLEASED…EXCEPT ME!” And fortunately most times a new sense of maturity and need for progress prevailed…and we moved positively forward.
Co-Worker Conflict/Leadership/Customer Service are sometimes mixed together in ways that require clear, timely, corrective action. Leaders need to NOT sit back and hope the Co-Worker Conflict resolves itself and co-workers need to remember professionalism matters and move forward for the sake of Customer Service.