Dealing with angry and difficult customers can be a pain in the neck. However, if you know how to deal with them it cannot be as difficult as you might think. The first approach towards a difficult customer is to stay calm. Deal with him patiently and with a smile. Approach him intelligently and thank him for bringing the issue to your attention. Make him believe that you are glad he told you the problem and his complaint is genuine. Also, make sure you are telling him that you have noted his complaint down and you will start working on his complaint as soon as possible. You don’t have to pretend but be actually sincere to him and follow up his case and make sure you are getting back to him to resolve the issue. (Spaho, 2013)

Lesson of Conflict Resolution Strategies:

        Take home lesson from this class for me is that I have learnt that conflict is not a bad thing. In fact “no conflict” leads to lack of learning and chances of slow progress. Conflict management strategies teach us to respect the disagreements. In addition, it tells that removing conflict doesn’t necessarily mean to please all the conflicting parties or to remove conflict hundred percent. These just tell us how to handle conflict positively and professionally. There is not a single way possible to make all the humans alike, it is just that we have to embrace our differences open heartedly. Effective communication, mediation and a positive attitude towards conflict can change the way a company runs and be helpful in making business successful.

References of Negotiating with difficult customer of Conflict Resolution Strategies:

Dreu, Carsten K. W. De, Arne Evers, Bianca Beersma, and Esther S. Kluwer. 2001. "A theory‐based measure of conflict management strategies in the workplace." Journal of organizational behavior 645-668.

JayHarolds, and Beverly P.Wood. 2006. "Conflict Management and Resolution." Journal of the American College of Radiology 200-206.

Jikstra, Maria D. M., Bianca Beersma, and Arne Evers. 2011. "Reducing conflict-related employee strain: The benefits of an internal locus of control and a problem-solving conflict management strategy." An International Journal of Work, Health & Organisations 167-184.

Spaho, Kenan. 2013. "Organizational communication and conflict management." Journal of contemporary management issues 103-118.