Two call center agents are at odds during training. How will you navigate this conflict effectively?

Be aware of your part in the conflict. Did you say something or state an opinion that "fed" the conflict. If it's determined it was your comment/opinion, you might need another person to help mitigate the conflict.

The first step to effectively resolving a any feud or conflict is to understand the cause of the conflict in the first place. Seeking to understand unbiasedly the cause of conflict when all centre agent clash is your best bet to adequately preferring solutions that are tailored to the conflict. Going above and beyond to understand the conflict issues means that you're listening to both parties not to condemn one but to seek out solutions to the problem. The cause of a conflict could be from personality clashes or miscommunication hence, it is advisable to understand the cause of conflict first.

Begin by gathering information on the nature of the conflict. Speak to both agents individually to understand their perspectives and identify the root cause of their disagreement. Is it a matter of communication, differing work styles, or a specific incident?

First, is to get to the root of the issue and set work boundaries for both of them. This can be achieved through communication and work etiquettes that foster team spirit.

One thing I've found helpful is to have regular team building. Ones every quarter i think is enough, at least this will help the team to have a bonding and to know every team member attitude..

There should be room for both staff to express what the other person does that causes conflicts. Through this way, both staff will learn to value each other and know their boundaries.

The staff should know that their conflicts is not part of the goal of their organization. Therefore, their supervisor needs to let them know the importance of carrying the goals and objectives of the organization through teamwork and respect for the other person.

Most times, it is targets and goals that may cause the conflicts between staff. So to bring that to a minimal the supervisor or manager should let the staff know that if they focus more on building healthy work relationship and learning from each other strength they will simultaneously achieve their work goals.

When a house is divided it cannot stand. So the organization should frown at any work tactic that is not centered round teamwork. Because it shows the dirty linen of the company out for all to see. As a call center staff, your decorum is what makes customers pleased to call back again because they know they are get the value for their time and money

At odds about what? If it’s anything other than the role itself, I’d have to ask them both if they’re willing to be adults and put whatever aside in the work place. If they’re at odds over strategy of the role, I’d let them both know they should approach training with an open, coachable mind before they think they’re subject matter experts. Of course, approaching it with emotional intelligence and understanding, but we’re in a professional atmosphere, and teamwork is a key tenet and pillar in this role, we have time to grow into the role, and we must focus in commonalities before there is any room for disagreement. If both folks are overly eager and “head strong”, I’d make sure to highlight that they’re more similar than different.