Mercredi, 26 septembre 2012

GÉRER LES CONFLITS AVEC VOS PARTENAIRES

la reussite

Récemment nous avons fait face à de nombreux problèmes concernant notre nouveau système téléphonique et notre lien Internet.

 
J’ai pris la décision de changer notre vieux système téléphonique pour un plus récent et ce, même si l’ancien fonctionnait toujours bien. Nous étions en phase de rajeunissement du bureau et il me semblait pertinent de profiter de cette occasion pour faire ce changement. Nous souhaitions être à la fine pointe de la technologie à tous les niveaux. Maintenant que le changement est fait, mon équipe et moi nous sommes fait une promesse; ne plus jamais prendre un risque de cet envergure lorsque ce n’est pas nécessaire.

Suite à ce changement, notre Internet arrêtait de fonctionner 4 ou 5 fois par jour pour une période indéterminée et nous ne pouvions pas entendre nos clients au bout du fil, ce qui a affecté grandement nos performances. D’après notre fournisseur notre cas était exceptionnel. Allez demander à mes employés ce qu’ils pensaient de cette exceptionnelle situation. L’ambiance du bureau, qui est normalement joviale et animée, était devenue stressante et négative. Étant le dirigeant du bureau vous pouvez vite vous imaginez vers qui les gens se tournaient lorsqu’un problème apparaissait.



Mon adjointe (Karen) et mon conseiller IT(Michel) tentaient de régler la situation avec le représentant et les choses ne semblaient pas aller en s’améliorant. Après plusieurs discussions infructueuses Michel m’a annoncé qu’il était temps de jouer la carte du client qui crie. Notre représentant devait comprendre que nous ne pouvions plus fonctionner de cette façon, que notre problème devait se régler dans la seconde!

C’est à ce moment que j’ai décidé d’appliquer un des principes que nous enseignons dans nos formations, celle de la résolution de conflit pour que les choses ne s’enveniment pas plus qu’elles ne l’étaient déjà. J’ai donc pris le temps de réfléchir à la technique que j’allais utiliser pour créer le calme après la tempête. D’être frustré, stressé et d’avoir à crier au téléphone n’allait certainement pas créer une belle ambiance autour de moi. Je me devais donc d’utiliser une différente approche.



J’ai ressorti mon petit livre d’or de Dale Carnegie et j’ai suivi les étapes qui y étaient inscrites. Tout d’abord, j’ai du tenter d’évaluer la situation du point de vue de mon fournisseur, je me devais aussi de lui permettre de sauver la face pour ne pas qu’il soit sur la défensive continuellement. Avec ces idées en tête, j’ai décidé de lui écrire un courriel pour lui expliquer mon point de vue. Par la suite, je lui ai expliqué concrètement les problèmes engendrés par ces difficultés technologiques causées par le nouveau système. Pour terminer, je lui ai rappelé que j’étais extrêmement satisfait de son travail lors de la signature du contrat, que son service à la clientèle était sans reproche et à quel point j’étais confiant en ses capacités à résoudre notre situation actuelle.

48 heures plus tard, un technicien avait fait les ajustements nécessaires et nos services étaient rétablis et fonctionnels. Pouvez-vous imaginer combien de temps ça aurait pu prendre si j’avais été désagréable avec lui et que j’avais blessé son orgueil? Nous serions peut-être encore aujourd’hui en panne de service.

Avec l’approche de résolution de conflits, vous serez en mesure de sauver beaucoup de temps, d’argent et de stress. Vous serez aussi en mesure de régler des situations rapidement et dans le calme.

Mark Yerbury – Président des Formations Dale Carnegie au Québec

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