While all
recruiters want to get along with both clients and candidates there are times
when conflicts may arise. So
what are the best strategies for resolving conflicts while simultaneously maintaining
relationships with your clients and candidates? Here are a few tips:
- Remain
in control of your emotions at all times.
Responding to a conflict with anger can only escalate the
situation. Even if the client or
candidate is clearly angry do not return that anger. And never make any decisions while you are upset.
- Give
yourself time to respond. Just
because a conflict has come up doesn’t mean that you need to respond to it
immediately. As we mentioned in
the previous tip, emotions may be involved, so if you or the other person is
emotional, delay your response.
You may simply tell the other person “I’m sorry but I will need to call
you back about this issue tomorrow.”
- Hear
the other side. Many conflicts are
simply matters of miscommunication, so taking the time and energy to listen to
the other person’s story is important.
To make sure you are hearing them correctly, briefly repeat to them the
most pertinent points. For
example, “I just want to make sure that I understand, did you just say….”
- Stick
to the facts and avoid personal insults.
While you make suspect that a person is dishonest or incompetent, saying
so will only escalate the conflict.
Instead say, “You told me you would do ((blank)) but instead you did
((blank)).”
- Be
willing to apologize or accept the apology of the other person if
appropriate. The willingness to
apologize and accept the apologies of others will go a long way in building the
trust and respect necessary in your client and candidate relationships.