Since employees in the BPO industry comes from all walks of life with different backgrounds, different level of skills, and different approach on tasks depending on their capability, conflicts and other issues could arise when they are not handled properly. And what are these arguments? It includes values and characters, power, social factors and the attitude they show to their work.
Communication is the most important tool to achieve the team’s goal. Because if there are barriers like insufficient information received, poor listening skills, the perception of non-verbal communication and misleading interpretation, succeeding will be hard.
Factors like the size of the organization, employee reward system, and the level of work focus in employees are also part of the conflicts. Add to it the personal factors like the employees self esteem issues, personal goals, values and needs,
Dealing with these factors will only be successful if the managers, team leaders and agents understand its impact on their team. Because these conflicts can be seen in a positive way, as to help the team exercise their decision making skills and motivating each member solve and analyze their situation. It is how you handle this conflicts that would make it at its best or worst.
A productive and hardworking team is every manager or team leaders dream. But remember that working in peace and harmony should also be part of the goal. Because team work can only be achieve if there is good leadership, cooperation among the team members, effective communication and respect to each other.
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