International Surveys: “What is important for you regarding conflict communication in technical business?”

We asked our international customers. Here are some answers:

  • „How to teach in a simplified way”
  • „When explaining let people see images to make it easier for human minds”
  • „Relate to skills of people”
  • „Dominant person in group: how to treat this person and to listen to the ideas of the others at the same time”
  • „Explain solutions which are difficult to explain”
  • „Explain to your customer how he himself can explain your suggested solution to his customer/ boss/ colleague/ team (often happens)”
  • „Interpretation of technical processes”
  • „Communication skills”
  • „Professionalism in communication (respect, clarity, communicating on the phone)”
  • „Lack of communication (You can help people if they speak)”
  • „Customer orientation”
  • „Effective processes (order, troubleshooting, ineffective workflows, multi-discipline workflows)”
  • „Find solutions and be concrete in case of outages”
  • „Get quick system backup in outage situation and discuss later what happened””
  • „Technical abbreviations – words which could be misunderstood”
  • „Communication with the customer:
    • Explain to the customer what you are doing if implementing a new solution in the customer’s system and he is afraid that you are damaging something
      • if the customer does not have a technical background or view
      • if the new action involves some risk”
  • „Understand the meaning of words”
  • „Sender – message – receiver model”
  • „Deal with technical customer questions and discussions”
  • „Discuss technical problems”
  • „Report to superior when something went wrong”
  • „Discuss new project with other companies: role conflict which information I reveal and which not”
  • „Mutual support in case of problems”
  • „Communicate technical problems”
  • „Topic has general value, even for your own personality and development”
  • „Conflict resolution”
  • „Misunderstandings between colleagues (not being present)”
  • „Detect difficulties very early”
  • „Conflict resolution at customer hotline”
  • „Dealing with conflicts on the phone”
  • „Balance the communication with the customer in problematic situations
    • solution to repair/stabilize the system takes time
    • explain to the customer “what is possible”, “how it has to be done” and with which effort”
  • „General overview about conflict management
    • based on special issues in daily technical business”
  • „Conflict escalation
    • escalation steps
    • ways of escalation
    • communication of company politics”
  • „Mobbing”
  • „Deal with annoyed customers – how to react in reasonalbe manner”
  • „Important topic for support groups (like e.g. IP-support)”
  • „Ask suppliers for more support regarding announcement, approval and care
    • adjustment of own needs and interests in contractually stipulated aspects”
  • „Deal with staff reduction”
  • „Deal with age structure”
  • „Cooperation in virtual teams”
  • „Ability to work in a team”
  • „Team leader acts at the same time a team member”
  • „Multiple groups are using the same (organizational) applications”
  • „Communication in the flat hierarchy of our company
    • between the departments regarding mutual dependence and mutual information, e.g. current building projects”
  • „Different treatment of different colleagues (leadership)”
  • „Define interfaces – who is responsible for what
    • definition of escalation steps and hierarchy in case of conflict if many (groups) work together with clear contact persons”
  • „Goal-oriented, no neglegible subjects (jumping from one aspect to another)”
  • „Keep the manners”
  • „Move the responsibility in case that several suppliers are serving the same customer”
  • „People who get up in the hierarchy and use that to sell foreign ideas as their owns”
  • „Concrete agreements at the end of the meeting”
  • „Define objectives for meetings”
  • „Effective project management
    • define/ find different duties in project”
  • „Synchronise the discussion of different points of view”
  • „Understand different points of view”
  • „Business (planning/ budget/ time) versus technical business (discussions about technical problems)
    • finding a technical workaround solution fulfilling the business needs regarding budget, time and available manpower”
  • „First clearly define about what we talk before we start to discuss”
  • „As many contact persons as needed and as less as possible
    • Two areas
      • technical information (argument for many contact persons)
      • decision making processes (argument for contact persons)
    • E.g. agreeing about new performance counters in the frame of a software upgrad
      • initial position is discussed with the technically responsible persons, but the overall responsible persons already participate although they cannot give reasonable technical input”
  • „If you have nothing to say, just be quiet.”
Further Advantages
Background