The conflict theory. How we can solve customer complaints (Psico 5)

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The primary reason that conflicts originate is because each of us view the world differently. These differences create conflicts. This is a logical conflict theory.

Conflicts can be viewed as negative or positive; it all depends upon our perception of what conflicts represent. Some of the common sources of conflict are: expectations, perceptions, priorities, morals, values, beliefs and ethics.

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Conflicts produce negative emotions when they are seen as contests. For people who view conflicts as contests, force tends to follow force blindly.

It’s easy to communicate in a relaxed comfortable environment but, when people become upset because of unresolved conflicts (communication barriers), communication falls off rapidly.

As conflicts intensify they lead to barriers of isolation as well as communication lines that are damaged or broken.

Learning how to navigate in these uncertain waters is important since conflicts are a part of our daily lives.

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A better way of handling conflicts is to make a conscious shift to view the situation or circustance from multiple view points. Understanding different view points leads to awareness. Greater awareness leads to resolution alternatives. Many people are unable, or unwilling to see beyond their own viewpoint but this shift in thinking opens up some exciting opportunities.

Respect and validation of the feelings and attitudes of others helps lead to understanding of different perspectives. By focusing on the issues and not the personalities, resolution to problems becomes more achievable.

In Airbnb we find two types of clients, the guests but also the hosts. This business relationship is sometimes not as pleasant as both sides expect. Airbnb states that for any type of claim between these parts (tenant and guest) its protocol of action must be followed as soon as possible.

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Contact Airbnb as soon as possible to show them photos, conversations or any proof of the problem. If your host causes you distrust, always talk to him through Airbnb. This way you will have an official record of the conversations. If  the house has a serious problem, leave a review and tell future guests to advise them.

Another conflict that may arise, is discontent with the neighbors. In this case, the most important thing is to try to reach an agreement with these people and try to rent your apartment to people who have some characteristics or a tourist profile that the community of neighbors doesn’t see as a threat to their daily life.

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In conclusion, conflicts are common. Our attitude governs not only know we aproach them, but it influences how effectively we work with others and how we manage and we solve conflicts. If we understand conflict theory and manage them as a positive growing experience, our attitude and solutions are betten than if we view them as an evil in our lives.

According to D. Goleman "Emotional Intelligence Practice", the people whi handle conflicts are people who:

• Hadle difficult people and tense situations with diplomacy and tact.
• Recognize possible conflicts, exposing disagreements.
• They look for ways to reach solutions that fully satisfy those involved.

Are you ready to be a skilled person in conflict resolution?