Ihr BPO-Team steht vor Konflikten. Wie können Sie eine kontinuierliche Zusammenarbeit sicherstellen?
Konflikte innerhalb eines Geschäftsprozess-Outsourcings (BPO) kann eine große Hürde für die Bereitstellung effizienter Dienstleistungen sein. Wenn Ihre Teammitglieder uneins sind, ist es wichtig, das Problem umgehend anzugehen, um ein kollaboratives Arbeitsumfeld aufrechtzuerhalten. BPO, bei dem bestimmte Geschäftsaufgaben an einen Drittanbieter vergeben werden, erfordert nahtlose Teamarbeit und Kommunikation. Um eine kontinuierliche Zusammenarbeit inmitten von Konflikten sicherzustellen, müssen Sie die Ursachen verstehen, eine offene Kommunikation fördern und Konfliktlösungsstrategien implementieren, die mit den Zielen und der Kultur Ihres Unternehmens übereinstimmen.
Wenn Konflikte auftreten, besteht der erste Schritt darin, die zugrunde liegenden Probleme zu identifizieren. Dazu gehört, sich die Perspektive jedes Teammitglieds anzuhören und die genauen Probleme zu lokalisieren. Es ist wichtig, keine Details zu übersehen, da das, was trivial erscheinen mag, für jemand anderen von Bedeutung sein kann. Wenn Sie den Standpunkt jedes Teammitglieds verstehen, können Sie das volle Ausmaß des Konflikts erfassen und zu einer Lösung führen, die die Bedenken aller berücksichtigt.
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Ossama Sayed Abdelaziz
Head of Project Management at Raya CX
There are key success factors needed to identify actual issues causing the conflict: • Transparency to ensure all details are shared when asked for them. • Facts-based discussions to ensure discussions are not driven by opinions. • Clear roles and objectives to ensure ownership and accountability are clear. • All voices matter for everyone involved, must obtain all viewpoints to see the bigger picture. There is a general tendency for people to focus on what matters to them from the bigger picture (their KPIs, achievements, or other drivers for working in silos). • Use of proper analysis tools when needed. The objective of this step is reaching a clear problem statement.
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Chege Antony
Remote Work Advocate | Remote Work Careers Design & Co-Creation | Digital Economy Growth Insights | Youth & Social Impact Programs | Virtual Assistant | Web & Graphic Designer | Mentor | YALI Fellow
Identify the root causes of the conflict and perceive how the conflict would potentially impact the BPO. Use anonymous feedback and one-on-one engagements to get honest insights. From this, a pertinent question to ask yourself is; Are there recurring problems & patterns and what underlying issues arise from them? As a leader, demonstrate collaborative behavior and positive conflict resolution. Provide positive reinforcement and recognition for collaborative behavior and teamwork.
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Debajyoti Sengupta
Business Advisory Associate Manager at Accenture
Be honest, transparent & emphatic during conflict management. Invest time to listen all the parties, review if there is any past trend to conclude keeping in mind the company policies. Bring facts on the table with the root cause making the parties understand what went wrong which can be improved.
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Natarajan Ganesan
Data Process Design Owner at Shell India Market Private Limited
In terms of short term solutions, each conflict has to be addressed upon based on the priority of delivery. however as a long term solution the below 5 points would be my team's focus Clear Communication: Foster open lines of communication. Conflict Resolution Training: Equip team members with skills to address conflicts constructively. Defined Roles: Clearly define roles and responsibilities. Common Goals: Align the team around shared objectives. Feedback Culture: Encourage regular feedback.
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Venugopal Vanam
Seasoned Finance Professional
Conflict in outsourcing teams can arise due to various reasons: Cultural Differences: Teams from different cultural backgrounds may have varying communication styles, norms, and expectations, leading to misunderstandings. Diverse Work Environments: Remote work setups and different organizational cultures can create barriers to effective collaboration. Competing Goals and Priorities: Misalignment in objectives between outsourcing partners and the parent organization can lead to conflicting priorities.
Ein offener Dialog ist der Schlüssel zur Lösung von Teamkonflikten. Ermutigen Sie Ihr BPO-Team, seine Gedanken und Gefühle in einer kontrollierten Umgebung auszudrücken. Dies kann durch regelmäßige Teambesprechungen oder Mediationssitzungen erleichtert werden, bei denen jeder die Möglichkeit hat, ohne Unterbrechung zu sprechen. Es ist wichtig, dass diese Diskussionen so strukturiert sind, dass sie konstruktiv bleiben und dass alle Teammitglieder die Bedeutung einer respektvollen Kommunikation verstehen.
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King Tong YUEN
A Hongkonger relocated to the UK | Experienced Manager in BPO Services and Production | Improve Organisation Performance | Collaborate to Deliver Results
Sometimes it takes time to have a real dialogue between conflicting parties. It may be unrealistic to expect a formal meeting to achieve this, though official engagement to resolve this is important. The most difficult part of the dialogue could be (1) listening between lines (2) holding our judgement (trying to figure out why the other side saying that...as it represents his/her organisation and that person's mindset)
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Rajesh Ranganathan
Program Manager @ Amazon
Promoting open dialogue is crucial for any organization. Create regular team meetings where members can voice concerns and suggestions in a safe environment. For example, implementing a weekly "open floor" session allows team members to discuss issues without fear of retribution. Encourage active listening and empathy, ensuring everyone feels heard. By fostering open communication, you can address conflicts early, build trust among team members, and enhance collaboration and teamwork.
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Amrita Medhi
Content Writer
Facilitating the right environment for good communication can help resolve a lot of issues because often most conflicts arise from lack of communication.
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Ferdinande Ramos
Business Manager at BMG Enterprises where Meals are from fresh produce!
Calling all concerned parties into a dialogue may be daunting due to schedule constraints and behavioral issues. These however can be accomplished through an official meeting, scheduled for the soonest, with clear agenda covering talking and listening, with focus on all party’s recommendations for a solution. Remember that a leader on this situation will be the manager and arbitrator with focus in resolving the conflict.
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Anish Agrawal
AGM- Call Centre / Telesales/ Real Estate / Insurance (Motor, Health, Life) / Sales & Operations / BPO / BGV / LEP / Perm/Staffing/Co-working space / Telemarketing / Business & Client Management
Promoting dialogue is a crucial step in resolving conflicts within a BPO team. Create Safe Spaces Active Listening Clarify Expectations Use Structured Communication Channels Encourage Constructive Feedback Facilitate Mediation if Necessary Promote Empathy and Respect Set Ground Rules Lead by Example Follow Up and Monitor Progress By promoting open dialogue and communication within your BPO team, you can foster a collaborative environment where conflicts are addressed constructively, leading to improved team morale and productivity.
Klare Erwartungen können viele Konflikte gar nicht erst entstehen lassen. Als Manager müssen Sie die Standards für das Verhalten und die Zusammenarbeit innerhalb Ihres BPO-Teams festlegen und kommunizieren. Dazu gehört, wie man mit Meinungsverschiedenheiten umgeht und welche Schritte zu unternehmen sind, wenn Probleme auftreten. Ein klar definiertes Protokoll hilft den Teammitgliedern, Konflikte zu bewältigen und effektiver auf eine Lösung hinzuarbeiten.
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Anish Agrawal
AGM- Call Centre / Telesales/ Real Estate / Insurance (Motor, Health, Life) / Sales & Operations / BPO / BGV / LEP / Perm/Staffing/Co-working space / Telemarketing / Business & Client Management
Setting clear expectations is essential in managing conflicts within a BPO team. Define Roles and Responsibilities Establish Communication Protocols Agree on Team Norms and Values Set Performance Standards Clarify Conflict Resolution Processes Discuss Workload Distribution Address Cultural and Diversity Considerations Encourage Feedback and Open Dialogue Monitor and Review Expectations Regularly Lead by Example By setting clear expectations upfront and regularly reinforcing them, you create a foundation for effective teamwork and conflict management within your BPO team. This proactive approach helps prevent misunderstandings and minimizes the potential for conflicts to escalate.
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King Tong YUEN
A Hongkonger relocated to the UK | Experienced Manager in BPO Services and Production | Improve Organisation Performance | Collaborate to Deliver Results
It is just like the 'rule of engagement' that helps reduce casualty in case any conflict emerges. No matter how detailed the rules are put onto the paper, it does not mean the people will play by them unless (or we better have) there is a mediator when the situation is about to go wild. That person is not necessarily a senior executive but just all parties will listen.
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Rajesh Ranganathan
Program Manager @ Amazon
Define roles, responsibilities, and performance standards for each team member. For example, create a detailed project plan that outlines individual tasks, deadlines, and quality benchmarks. Communicate these expectations clearly during team meetings and provide written documentation for reference. By setting and maintaining clear expectations, you reduce misunderstandings, ensure accountability, and promote a cohesive and collaborative work environment.
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Tarun Durvar
Setting clear expectations is crucial to prevent conflicts. As a manager, clearly communicate behavior and collaboration standards within your BPO team. Outline protocols for handling disagreements and steps for issue resolution. This clarity empowers team members to navigate conflicts more effectively and promotes a harmonious work environment.
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Piyush Patodia
Founder & CEO at Firestorm, a Disruptor in Management Consulting | Guided 500 Companies to Success via Strategy, Operations and Consultations | Entrepreneur, Incubator, Management Consultant for 25 years
For any leader, his or her core team is of paramount importance and they should work in unison towards the growth of the organisation. As such this message has to be percolated throughout. Issues and conflicts need to be identified and addressed and nipped in the bud before they snowball. This expectation if set across the organisation, can help deal with any conflict proactively rather than reactively
Die Förderung eines starken Teamgeistes kann dazu beitragen, Konflikte zu entschärfen. Dazu gehört der Aufbau einer Teamkultur, die den Beitrag jedes Mitglieds wertschätzt und die gegenseitige Unterstützung fördert. Teambuilding-Aktivitäten und kollaborative Projekte können die Bindungen stärken und die Zusammenarbeit der Teammitglieder verbessern. Wenn sich Teammitglieder wertgeschätzt und unterstützt fühlen, ist es wahrscheinlicher, dass sie effektiv zusammenarbeiten, selbst in Zeiten von Meinungsverschiedenheiten.
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Govind Sandhu
CEO Co-Founder Customer Capital
A sense of Collective failure and collective success is the key to good partnerships… good to have SLA and penalties … but that doesn’t ensure success of a project and can often become lines of division… performance frameworks must sit on top of good cultural partnerships to deliver outcomes … once you can establish a sense of ownership … you will see them go beyond what they promised
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King Tong YUEN
A Hongkonger relocated to the UK | Experienced Manager in BPO Services and Production | Improve Organisation Performance | Collaborate to Deliver Results
I recall a saying from a book (The Art of Leadership or something...) and there is a line I truly believe: 'Leaders bear the pain not inflict the pain to others.' When we are taking leadership roles certainly we will make decisions that will 'hurt' someone's interests. But, a true leader will put him/herself after others' interests. When there is trust then there is a genuine teamwork.
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Jath Shao
Friendly neighborhood immigration lawyer
If this BPO is in the Philippines, the company can probably throw some sort of party or “team-building” exercise and make people happy with just a little bit of money.
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Rajesh Ranganathan
Program Manager @ Amazon
Fostering teamwork is essential. Organize team-building activities such as workshops or virtual escape rooms to strengthen relationships and improve communication. For example, implementing a buddy system where experienced team members mentor newer ones can enhance collaboration and knowledge sharing. Encourage collaborative projects that require team members to work together towards a common goal. By fostering a sense of teamwork and unity, you can build trust, reduce conflicts, and enhance overall team performance.
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Vivian Bagual
Customer Service and Accounts in Contact Center and Banks
I believe teamwork is essential as it promotes collaboration and healthy competition towards and amongst BPO teams. It is also requires equality and fair treatment for all.
Sobald Sie die Probleme identifiziert und offen diskutiert haben, ist es an der Zeit, Lösungen zu implementieren. Dies kann die Neudefinition von Rollen, die Anpassung von Arbeitsabläufen oder die Bereitstellung zusätzlicher Schulungen umfassen. Wie auch immer die Lösung aussieht, sie sollte von allen am Konflikt beteiligten Teammitgliedern vereinbart werden. Die Umsetzung von Änderungen, die die Ursachen des Konflikts angehen, kann dazu beitragen, ähnliche Probleme in Zukunft zu vermeiden.
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Piyush Patodia
Founder & CEO at Firestorm, a Disruptor in Management Consulting | Guided 500 Companies to Success via Strategy, Operations and Consultations | Entrepreneur, Incubator, Management Consultant for 25 years
A simple solution is always a cup of coffee outside the office and a pleasant calm conversation. Egos and overthinking needs to be set aside.
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Tarun Durvar
Once you've identified and openly discussed the issues, consider these improvement ideas: 1. Redefine Roles: Clarify responsibilities to avoid overlaps or gaps. 2. Adjust Workflows: Streamline processes for smoother collaboration. 3. Provide Additional Training: Enhance skills where needed for better performance. 4. Seek Consensus: Ensure all team members agree on proposed solutions. 5. Address Root Causes: Implement changes that prevent future conflicts.
Schließlich ist die Überwachung der Fortschritte nach der Umsetzung von Konfliktlösungsstrategien von entscheidender Bedeutung. Regelmäßige Check-ins mit Ihrem BPO-Team können Ihnen helfen, zu beurteilen, ob die Lösungen effektiv sind und ob sich die Zusammenarbeit verbessert hat. Es zeigt Ihrem Team auch, dass Sie sich für die Aufrechterhaltung eines harmonischen Arbeitsumfelds einsetzen und bereit sind, bei Bedarf Anpassungen zum Nutzen des Teams und der Organisation vorzunehmen.
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Tarun Durvar
Good Monitor Progress: Regularly tracking and evaluating key performance indicators (KPIs) such as sales figures, customer satisfaction ratings, and project milestones. Setting clear and achievable goals and milestones for the team to work towards. Providing constructive feedback and recognition for achievements to motivate the team. Using data-driven insights to make informed decisions and adjustments to strategies. Bad Monitor Progress: Infrequent or inconsistent monitoring of KPIs and project milestones. Unclear or unrealistic goals that confuse or demotivate the team. Lack of communication and feedback, leaving team members unsure of their progress. Relying on intuition rather than data to guide business decisions
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Latha K.
Soft Skills Program Manager | Training Strategy, Professional Skills
All the point mentioned is pretty relevant....my view on this is usually a team has conflicts when they perceive competition within the team. It's upto the leader to set this right by ensuring psychological safety for everyone. Understand the strength of the team members and assign work according to their strengths. Once the team feel appreciated and valued they will go the extra mile to resolve issues.
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Rejean Karla L.
Sr. Supervisor, Training and Quality
Keep people informed. Listen to what they say and provide immediate feedback on their ideas or suggestions. Keep communication lines open for smoother coordination and collaboration.
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Dr. Deepak Deshpande
CHRO and Chief Growth Officer | Soft Polynomials | NTT GDC | TCS | Lionbridge | SYSTIME | L&T | BlueStar | Datamatics | Trigyn | Independent Director | NLP Practitioner | BELBIN Certified
Team collaboration is an essential building block for successful businesses. When employees collaborate, organizations can expect to see increased levels of trust, a more engaged workforce, and improved performance. - Celebrate Diversity and Encourage Inclusion. - Invest in Collaboration Tools and Technologies. - Promote a community working environment. - Nurture ABC’s of collaboration Accessible – Be approachable & available to your team & those who expect your insight & opinions. Benevolent – To be disposed and to want to do good is a key part of being collaborative with others. Challenge – Groupthink does not equal collaboration. To challenge is to professionally debate by collaborating.
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Prem Kuriakose, PMP, CSM
Looking for Project Coordinator/Junior PM Role | IT Projects, Reporting & Analysis
Team members should get 360 degree feedback when conflicts arise. Feedback from managers are always helpful but it is important to get tips from other colleagues and internal departments within the organization as well.
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Janine Arianne Regodon
Real Estate Marketing/Sales Partner | Certified Lean Six Sigma Black Belt
One specific strategy I find effective is FACILITATED/MEDIATED ROUNDTABLE. 1. Depending on the number of people involved and/or affected by the conflict, having an open roundtable while you facilitate/mediate works very well in bringing your team back to its cohesiveness. 2. Let everyone speak out their thoughts and ideas (and even feelings) while you encourage and/or require an open-minded discussion. This allows everybody to equally hear everyone else. 3. Without bias and prejudice and with logical and moral reasoning, ADDRESS/FACILITATE/MEDIATE everyone else's thoughts, ideas and/or feelings. It is a good practice, however, to have a private discussion first with each person involved in the conflict before holding the roundtable.
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