Your team is divided on client issue handling. How do you navigate differing opinions to reach a resolution?

Do *NOT*: ➝ mirror back ➝ paraphrase ➝ make "you" statements, especially with emotions The number of times I have observed or participated in a conversation where a manager or "leader" has used "active-listening" as a tactic to achieve a pre-determined personal agenda is shockingly high. And guess what? It pisses people off. It breaks trust. It ruins relationships. It disengages team members. You know what does work? Actually listening - without trying to leverage a listening tactic. In this situation, use the GROW Model. Include everyone in the exercise. It should take 10 - 15 minutes and you'll know your course of action.

Speaking of this, let's talk about the great opportunity this situation presents to foster psychological safety in the team. As the leader manages the dialogue about differing point of views, they exemplify how voices are truly heard and values.

It is essential for a leader to recognize and appreciate the unique perspectives of every team member, especially when dealing with disagreements. Listening can be challenging, but practicing mindfulness can assist in concentrating on what is being said instead of merely preparing a response. When leaders take the time to carefully consider each individual's input, they not only demonstrate respect for their expertise but also cultivate an inclusive and collaborative atmosphere. I have discovered that by listening first and asking open-ended questions, I can gain a deeper understanding of the perspectives of others, which ultimately contributes to our team's ability to make informed decisions.

When it comes to working in a team, the role of individual perspectives cannot be underestimated. Each team member brings with them a unique set of knowledge, experiences, and values that shape their opinions. These differences, rather than being seen as obstacles, should be recognized as valuable assets that can contribute to a more holistic and well-rounded decision-making process. Imagine a team where everyone thinks alike, where there is no room for diverse opinions. While it may seem like a harmonious environment, it can actually limit the team's potential for growth and innovation. It is through the clash of differing opinions that new ideas are born, and existing ideas are challenged and refined.

Se existe uma divisão, não importa em quantas partes, é necessário, e justo, que se ouçam todas as versões. Essa coleta múltipla ajuda na acuidade da análise da situação problema. E como sempre falamos, definir o problema significa 80% da solução.

Some great questions: "What is important about solving it the way you suggest?" and "What are some specific concerns you have about the way that (name) proposes to solve the situation?

Slightly different take on this point. Depending on context (and the scenario here is making a decision about a client), using your own company's values as the first filter might not be the best first step. For example, is the client decision to be made creative? Than the better yardstick would be the brief provided by the client. I agree some kind of objective filter should be applied in decision making, but it should be relevant to the decision itself vs a blanket approach.

At RedWave Consulting, the team was working on a new project, but something felt off. Despite their efforts, progress was slow. Elena, the project manager, realized they needed to reassess their alignment with the company’s core values. Elena organized a team workshop to revisit these values. They discussed how each value applied to their current project. John suggested more sustainable materials, aligning with their environmental commitment. Maria proposed transparency in client communications, reinforcing integrity. By reassessing their work through the lens of RedWave’s core values, the team found renewed clarity and purpose. Their project resonated with the company’s mission, strengthening their commitment to RedWave’s principles.

When your team is divided on client issue handling, start by understanding everyone's viewpoints and the values behind them. Facilitate open discussions where all voices are heard, especially from those directly involved. Use a structured decision-making process that aligns with your mission and prioritizes patient care. By fostering a collaborative culture and mentoring emerging leaders, you can effectively resolve conflicts and improve client outcomes.

If developed properly, your core values are a decision-making tool which bridges two critical pieces of your operation: First, the value proposition that differentiates you in the market in the eyes of your customer and their needs. And second, what allows an employee to be successful in executing on delivering that value. When your values serve as the guideposts for how someone succeeds in your organization, they will inherently guide you and your team toward the right outcome in customer dilemmas.

Utilize ferramentas de brainstorming para gerar uma lista de soluções possíveis. Avalie cada opção com base em seus prós e contras, considerando o impacto em clientes e na equipe. Promova a colaboração ao buscar uma solução híbrida que incorpore as melhores ideias de cada lado. Estabeleça critérios claros para a decisão final, alinhados com os valores da empresa e focados tanto no cliente quanto no bem-estar da equipe. Elaborar um bom plano de ação detalhado e compartilhado com todos para garantir transparência e comprometimento certamente será útil também.

Da mesma forma como foram ouvidas todas as versões do fato, na hora de definirmos soluções, vamos ouvir todas as possibilidades. Muitas das vezes, uma ideia dá partida para outra ainda melhor. Por isso, o exercício de explorar opções deve ter como linha mestra o mantra "E SE". Ao ouvirmos uma ideia, não concordando com ela, mas vendo possibilidades, a ideia é que seja feita se faça uma proposta começando com o mantra E SE... Essa técnica evita melindres e deixa na mesa, do início ao fim, todo o conjunto de ideias. Nada é descartado de primeira. E uma ideia ajuda outra, aumentando o senso de equipe.

Each team member's perspective is like a puzzle piece that, when put together, forms a complete picture. Just as a puzzle is incomplete without all its pieces, a team's decision-making process is incomplete without considering the various perspectives of its members. By embracing and valuing these differences, teams can tap into a wealth of ideas and insights that can lead to more effective problem-solving and decision-making. Moreover, individual perspectives can bring a sense of balance to a team. When everyone has the same opinion, it can create a tunnel vision effect, where potential risks and alternative solutions are overlooked. By having diverse opinions, teams can identify blind spots and consider alternative approaches

The options phase can be enhanced by having relevance frame set up so that conversation is creative and the same time focused appropriately for problem solving or solution creating. Sometimes, a way open frame can lead to bringing up topics that are not the subject of the current dialogue.

Diversität und Inklusion sind Schlüssel zur Lösung von Kundenproblemen. Unterschiedliche Perspektiven bereichern den Entscheidungsprozess und führen zu kreativeren Lösungen. Führungskräfte sollten sicherstellen, dass alle Stimmen gehört werden und aktiv zur Lösung beitragen. Praktische Massnahmen umfassen die Schaffung eines inklusiven Umfelds und die Förderung offener Diskussionen. Dies stärkt das Team und fördert das gemeinsame Lernen.

Não gosto muito da ideia do consenso. Prefiro pensar em acordos. Consenso pressupõe que todos irão convergir para o mesmo determinado ponto. Na gestão por acordo, mesmo não concordando totalmente e deixando isso claro, se entende que o caminho escolhido é o ideal para que a ideia vá adiante. O acordo prevê também limites que delimitam até onde a pessoa abre mão e onde ela vai refazer o acordo.

At SparkTech, the team was divided on how to handle a crucial client issue. Emma believed a direct approach was best, while Alex favored a more diplomatic strategy. Tensions rose until their manager, Sara, stepped in. She organized a virtual meeting, encouraging everyone to voice their perspectives. Through active listening, they realized both approaches had merit. They decided to combine Emma's directness with Alex's diplomacy, creating a balanced plan. The client appreciated the thoughtful response, and the team learned the power of collaboration and open dialogue in resolving conflicts effectively.

Understanding the potential impact of differing opinions is essential for managing them effectively. It requires open-mindedness, active listening, and a willingness to find common ground. By creating an environment where all team members feel valued and respected, teams can harness the power of diverse opinions while minimizing the negative impact on team dynamics. In conclusion, individual perspectives play a crucial role in a team's success. Embracing and valuing these differences can lead to more effective decision-making and problem-solving. However, it is important to manage diverse opinions in a way that fosters healthy debates and constructive discussions, while also promoting a sense of unity and collaboration within the team

At EcoFusion, a renewable energy company, the team faced a decision: partner with a profitable but unethical supplier. Tempted by high profits, they hesitated. CEO Karen called a meeting, urging them to evaluate the partnership through their core values of sustainability, transparency, and community responsibility. Sarah noted the supplier's practices would harm their sustainable reputation. Mark stressed the importance of transparency and trust. After discussion, they chose a smaller, ethically-aligned supplier, even with tighter margins. This decision reinforced their commitment to their values, boosting morale and brand integrity.

Langfristiges Denken ist essenziell, um Teamkonflikte nachhaltig zu bewältigen. Führungskräfte sollten nicht nur kurzfristige Lösungen anstreben, sondern auch die langfristigen Auswirkungen berücksichtigen. Ein Beispiel: Die Entwicklung von nachhaltigen Strategien, die zukünftige Konflikte verhindern, ist entscheidend. Dies schafft Stabilität und fördert das Vertrauen im Team.

A couple of important things: 1. The emphasis on “team” problem solving reinforces the importance of teamwork and shared responsibility. 2. For smooth implementation, it is necessary to emphasize the need for team members to understand their role in the implementation process. 3. Involving your team in the review process is a great way to foster engagement and collective accountability. This comprehensive approach to problem solving is likely to lead to a more capable and cohesive team over time.

Keep the customer in mind - whichever option the team decides, the benefit to the client/customer should be topmost priority even if it means that the work might take longer. Think about alternatives or workarounds if fixing the issue is going to take longer than expected. If possible and depending on situation. bring in the client to get their opinion.

It depends. I know, probably not the response you were hoping to hear. But it does ... It depends if you have a collaborative leadership style. If you do, you'll likely want consensus and let the "majority rule" dictate which way that you'll go to handle the client's issue. If you're more of an independent, self-directed type of leader, you're unlikely to ask for consensus and simply go with the choice that you feel is best. Here's the fence-sitter's position in keeping with the theme, "it depends." Go for a data-informed approach. Gather the information - all the bits your team can provide. Create a scoring matrix; even a simple "pros & cons" will do. Map it out. THEN decide!

Explore coaching techniques on how to resolve conflicts and discover solutions. There are many online from the Agile coaching communities. Also - there should be one person whose decision is final. Hopefully, this is you. When discovering the solution, listen to everyone carefully. State that there will be a decision made, you will listen to all pros and cons (ideally in one meeting), their contributions are welcomed, and in the end, everyone will have to comply with whatever decision you are going to make.