Conflict Management & Resolution

September 12, 2016

Study.com defines Conflict Management as “the practice of being able to identify and handle conflicts sensibly, fairly, and efficiently.Conflict in the workplace is inevitable and should be resolved as soon as possible. There

 

1.      Identify Sources of Conflict: The HR Council argues that it is important to understand the various sources of conflict, in order for an organisation to equip itself with the relevant tools needed to address the conflict. The types of conflict in the workplace include: values, power, economic, interpersonal, organizational and environmental.

 

2.      Ask Questions: Share and clarify the various perspectives and ensure that the parties involved are heard and understood. Vivian Scott, a Writer for Dummies, suggests questions to ask such as “what would you like to see happen?” and “what ideas do you have that would meet both our needs?

 

3.      Mediation Process: Alexander Kjerulf, Founder of Woohoo Inc., suggests strategies that will assist the Mediator during the conflict management process which includes:

 

a.      Identifying the observable facts.

b.      Parties involved in the conflict must acknowledge their contribution to the situation.

c.       Praise the parties involved in order to move forward on a positive note.

d.      “Outlining the consequences of the conflict shows why it’s necessary to resolve the conflict. It also helps participants to look beyond themselves and see the conflict ‘from the outside’.”

e.      All parties should negotiate, agree on, and aim towards a desired outcome.

f.        Decide on the actions that should be taken.

 

4.      Alternative Solutions: There are various internal (e.g. Human Resources) and external (e.g. Conflict Coaches) resources available, that can provide assistance during the conflict resolution process if necessary.

 

5.      Follow Through: Guide and monitor the employees through the steps required to remedy the situation and ensure that progress is being made. It is important to implement strategies that will prevent future conflict.


 

Dealing with Difficult Customers

September 12, 2016

“Your most unhappy customers are your greatest source of learning.” – Bill Gates

 

Every Salesperson is required to deal with unhappy customers and problem resolution, which may lead to the Salesperson becoming demotivated and the potential loss of a customer. Psychologist Sherrie Campbell argues that “sticking it out requires a strategy for dealing with difficult people, self-restraint and an ability to keep power in the relationship.” Customer Service requires techniques and s...


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How to Be a Go-Getter

September 12, 2016

“Intelligence without ambition is a bird without wings” Salvador Dalí

 

The Cambridge Dictionary defines a Go-Getter as “someone who is very energetic, determined to be successful, and able to deal with new or difficult situations easily.” Becoming a Go-Getter involves three simple steps: the first is setting a goal, the second involves taking the steps that will guide you to achieving your goal, and the third involves reaching the goal. All the characteristics of a Go-Getter...


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Telemarketing Tips

July 20, 2016

Telemarketing requires you to market your company’s products or services by means of phone calls to potential customers. The ‘Business by Telephone’ process involves PLANNING AHEAD, a POSITIVE ATTITUDE, PRACTICE, and finally making the CALL.

 1.      PLAN AHEAD

·         It is important to prepare a SCRIPT before jumping into the cold-calling process. This will ensure that you are providing the customer with well thought out and out-of-the-box information. Kathy Sisk – who is a con...


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Positive Customer Experience

July 12, 2016

Customer Service poses a challenge to every organisation, and requires continuous focus, adaptation and a simple systematic approach. Flavio Martins, the VP of Operations and Customer Service at DigiCert Inc, states that customer experience involves every process including before, during, and after the Sale. He notes further that majority of customers who leave a company, do so because they feel undervalued. Organisations need to therefore adopt a Customer Service Strategy that guarantees tha...


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Is It the End of “Office Dress Codes”?

June 27, 2016

We decided to approach Marinda, who is an Image Consultant that specializes in presentation skills, to assist us in answering this question. Her response was as follows:

“Organisations invest substantial budgets in establishing a strong company image or brand. Companies realise that their clients buying decisions are influenced by how well they relate to the brand, and how credible and trustworthy they perceive the brand to be.”

“As individuals, our success will be impacted by our o...


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“To Degree, or not to Degree?”

June 7, 2016

A successful Sales person knows that they can grow their income with the help of a ‘Golden Key’ know as commission… But does a degree guarantee a Sales person a higher salary? According to the United States Department of Labour, the tenth highest earning occupation that does not require a degree, is a career in Sales. Well-known companies such as Google, Penguin and Ernst & Young, have done away with only hiring graduates with a tertiary education as “there is no evidence that success...


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How to Stay Motivated in Sales

May 9, 2014

Sales people are generally known to be perky, full of enthusiasm, have a gift of gab and the privilege of earning commission after commission. Although these are all part and partial to the job, there are also challenges faced by those who are in the sales industry. Here, we will try to enumerate what these challenges are. We will also be dishing out tips on how you can stay motivated in sales if you are going through any type of difficulty in the job.

The Challenges Faced by Sales People  ...
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The 'Sales' Champ

November 25, 2013

In Software Advice’s recent article, Psychological Profiles of the Dream Team: The Champ (and the Chip), they describe the character profile of the ideal, high-performing salesperson. 

Champs are most successful in sales, management, C-suite executive and political roles. Champs are optimistic and charismatic. They love conversing and engaging with people, and are naturally skilled at reading them. Champs believe in themselves and the team they are on.

More mature Champs can overcome so...


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How to become a 'Rainmaker'

September 10, 2013

The first time that you join an organization, your goal should not simply be to show up for work and receive one pay check after another. You joined the company in the first place to be part of its growth, and allow the organization to be the start of your professional career. At some point, you’d want to take on new tasks and play a bigger role in the business. One such role that you may want to take on is becoming a rainmaker. Read on to find out what it is, which tasks are involved whe...


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Employer Induction of New Sales Staff

July 5, 2013

You just got hired as part of a company’s sales staff. It’s your first day and one harassed-looking employee got assigned to give you the orientation. It turned out that there’s no computer, no phone and not much of anything on the ‘desk’ that is supposed to be the new hire’s office. 

This is one possible scenario that you need to prepare for as a new hire. Although there are some companies which conduct thorough orientation sessions for new hires, most of them are ill-prepared...


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Common Attributes of the Most Successful Sales Leaders in the World

April 29, 2013
Common Attributes of the Most Successful Sales Leaders in the World

One of the trickiest job positions in the world is being a sales leader. Once you’ve managed to climb up the corporate ladder and grown professionally from being a sales agent to a sales manager or sales team leader, you need to stay on top of your game. How can you do just that? How can you motivate an entire team to boost their own sales and have it reflect perfectly on you as a team leader? In order to achieve this, you ...

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Cold Calling Made Easy!

April 22, 2013

In a world of Twitter, Facebook, Amazon, Google and other popular websites, does a traditional sales method like cold calling still have its place in the business industry? Definitely. Despite the complaints of customers receiving telemarketing calls which most think are annoying and a big waste of time, it still is an effective way to close a sale from a marketer’s point of view. No matter what type of product or service it is that you are offering to your customers, cold calling or tele...


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Dress Code and the Interview Process?

April 21, 2013

Are you a job seeker who is fresh out of college? Or maybe you have reached that point in your career when you are in dire need of a new working environment? You could also be in between jobs and looking for a better career opportunity. No matter which of these categories you fall under, the one thing that you should ace is that job interview.

When you’re applying for any type of job position, you are usually in competition with several other applicants. If all the candidates’ resumes...


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Recognise your faults and change!!

May 22, 2012
Mentoring and achieving sales results with your team, requires more than just a regular verbal scolding. Recognise the weaknesses in your sales team members...then work with them to rectify their faults. A top sales performer in todays world, can't afford to have any flaws. Keep on selling!


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Know when to stop talking!!

January 16, 2012
Over-closing - It is not uncommon for sales people to talk their customers into closure then carry right on and talk them out again. You can over-do closing and it requires a close sensitivity to avoid this trap.
It is often the fear of the other person saying 'no' that causes a sales person to keep on talking...embrace silence. Good luck with the closing!


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Focus on servicing your clients!!

January 16, 2012

It’s amazing how most sales leaders are always talking about prospecting and finding new business potential. When in reality 90% of companies are not talking too or exploiting their existing client relationships. Just like you, the client, has very little wish to start all over in a new relationship. Do what you do better and keep on listening to your clients needs. If you want to turn the tide start focusing on service…Have a great 2012 and keep on closing!



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A view on Sales Behaviour

May 30, 2011


The nay sayer’s claim that advances in technology will displace the

need for field operating salespeople. Nothing however, could be

further from the truth! What has happened is that increased

business complexity, the high risk of inappropriate decision-making

and diminished differentiation between products and services has

increased the importance of sales executives, not as purveyors of

product information, but as effective, professional solutions

providers...


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Gotta love being in Sales..

March 19, 2011

Not everyone can sell, but everyone likes to buy! You got odds on your side..


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Don't over sell!

March 19, 2011

You have the gift of the gab, the methodology you have down pat, you look the part & you know your product, yet the sales are still not coming in.. Look past the obvious factors required to be a good sales person, look deep within yourself and ask; Do I really have the clients best interest at heart? Do I have empathy ...for the clients problems? Do I genuinely want to provide a solution that is going to show the client an appreciable return on investment? These are just some of the questions...


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About Me


Ross Devine A sales leader who for over two decades mentored to sales and marketing leaders in growing their market share. A B2B/B2C sales trainer and specialist in the DM/MLM arena. A sales recruitment advisor, to top blue chip corporates.