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We often see it as a negative thing, but without it, there would be little growth or improvement. Conflict is seen as either positive or negative because of the way it makes us feel or behave.
How we choose to handle conflict will depend not only on the type of conflict we experience but the people we are. The two most common types of conflict we see in the contact center environment are those between individuals and conflict in the team.
So, as a manager or supervisor, how do you resolve conflict within your team? Here are ten tips to help you:
Linda Riggs is the former Strategic Training Director for ICMI. She has over 25 years of experience in contact center management, training, development and instructional design.
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