Jan Rodgers, associate of Phoenix Strategies, Inc., holds a masters in Conflict Management and Dispute Resolution and is a Certified Collaborative Mediator®. She has worked as a conflict specialist, trainer, coach and mediator in the greater Colorado Springs community. Her specialty areas include: Workplace Mediation, Conflict Coaching and Divorce Mediation. In addition to her work at Phoenix Strategies Inc., Jan has mediated for the Better Business Bureau of Southern Colorado, including the 4th Judicial Small Claims Court in Colorado Springs. She is active in Restorative Justice at Aspen Pointe and Pikes Peak Restorative Justice Practices and is a member of Mediators Beyond Borders.
Jan’s Tips for Dispute Resolutions for Businesses:
Research supports that the vast majority of people in conflict (including disgruntled customers) care more about the resolution process than the actual resolution. We all want to be treated with respect and feel heard. So, I recommend that the next time a customer has a complaint, take time to really listen. Don’t interrupt or be too quick to offer a solution - just listen. Then when you think he or she is finished, ask “Is there anything else you’d like me to know?” And listen some more. Investing these few extra seconds up front, could likely save you a lot of time in the long run. Unless this person is extremely high conflict (call me if that’s the case!) he or she will be much more receptive to working out a solution that you can both live with.