Recognizing Conflict Situations

Conflict Risk Factors

Certain risk factors increase the likelihood of conflict. Knowing these risk factors can help you recognize situations with high conflict potential. They can also show you how to intervene to avoid the worst effects of conflict in your workplace.

Explore these risk factors below. Hover over each photo for more information about how call centers might deal with each type of high-conflict situation.5

a paper cutout of a human pyramid

Interdependence

Separate conflict-prone individuals if you can. Avoid having them depend on each other to do their work.

hands reaching for a trophy

Competition

Use competition, but don't overuse it. Employees should see each other as partners, not just rivals.

small feet in large shoes

Favoritism

Treat all employees equally. It's natural to feel closer to some than others, but keep your preferences private.

word bubbles with polite statements

Tone

Politeness pays. Encourage a respectful tone for workplace conversations, and always be respectful yourself.

a phone receiver with a knot in it

Communication differences

Help employees understand that what's normal to them might seem incredibly rude to a caller or coworker.

two hands ripping a paper heart

Values clashes

Give telecommunicators tools for coping when calls trigger strong feelings about right and wrong.

Northwest Center for Public Health Practice -- University of Washington

 

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