communication and conflict resolution on social media - a practical oriented speech by nana dall...
TRANSCRIPT
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22. SEPTEMBER 2016 COMMUNICATION AND CONFLICT RESOLUTION ON SOCIAL MEDIA
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DE AF JER DER HAR PRØVET DET, VED AT DET KAN HÅNDTERES
DE AF JER DER IKKE HAR, VIL GERNE VIDE HVORDAN DET KAN UNDGÅS 100%
Et gæt:
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FOLK DELTAGER I SHITSTORMS OG KONFLIKTER, FOR AT VÆRE FLINKE!
Men det vildeste er:
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LAD OS DROPPE ORDET SHITSTORMS - DET ER BLOT EN OVEROPHEDNING
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NANA DALL // KONFLIKTER PÅ DE SOCIALE MEDIER
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EN OPLEVELSE AF EN IKKE-FAIR PROCES KAN ØDELÆGGE OPLEVELSEN AF ET GODT RESULTAT & OMVENDT: EN OPLEVET FAIR PROCES KAN SKABE ACCEPT OMKRING ET IKKE SÅ ØNSKET RESULTAT
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NANA DALL // KONFLIKTER PÅ DE SOCIALE MEDIER
// MAN KAN TOLKE SAMMENHÆNG // MAN ER SYNLIG // MAN KAN HØRES // MAN ER I SAMME NU // MAN KAN REAGERE SAMTIDIG MED MAN LYTTER // DER ER EN NATURLIG RÆKKEFØLGE
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KONFLIKTER ESKALERER
UTILFREDSHED OVER SAG
UTILFREDSHEDEN BLIVER MERE GENEREL - ORD SOM: ALTID, ALLE, HELE, ALDRIG - Flere eksempler inddrages = KONFLIKTEN VOKSER I STØRRELSE
FLERE BLANDER SIG – ”SHITSTORMNIVEAU” - ALLIANCER DANNES = ANTAL AF UTILFREDSE KUNDER EKSPLODERER
UTILFREDSHEDEN BLIVER MERE PERSONLIG - TAGER TING SOM ET PERSONLIGT ANGREB - ”I er inkompetente” - ”I går efter os” = KONFLIKTEN BEVÆGER SIG VÆK FRA SAGEN
FJENDEBILLEDE DANNES - PRINCIPSAG = MONSTERFICERINGSNIVEAU
ÅBEN KAMP = VOLD
NANA DALL // KONFLIKTER PÅ DE SOCIALE MEDIER
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NANA DALL // KONFLIKTER PÅ DE SOCIALE MEDIER
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DE GODE RÅD - OPSUMMERET• Erkend, at du sjældent/ALDRIG bliver enig med dine kunde om substans. Og find så ud af,
hvordan I vil forholde jer til det :)
• Løs konflikten for publikums skyld. Ikke (nødvendigvis) for kundens
• Skab flere debatrum - opdel i flere tråde
• Processvar, processvar, processvar, hvis I vil undgå for meget ballade - og anerkend problemet. Det betyder dog nok, at I bliver noget mindre interessante!
• Ring kunden/interessenten op - den personlige snak virker (stadig)
• Lad andre kigge på dit svar, inden du sender det af sted, du kan nemt være i en konfliktspiral;-)
• Mange har svar-matricer, Q&As, definitioner på shitstorms vs konflikter osv osv. I sidste ende er det mest nyttige, at så højt et niveau i organisationen som muligt, anerkender vigtigheden af hurtigt svar når I er i tvivl
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HÅNDTERINGEN AF DE STORE KONFLIKTER BETYDER RENT FAKTISK NOGET FOR JERES OMDØMME
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DINE BRUGER ER I EN ANDEN KONTEKST END DIG - MEN DET SKAL IKKE FORHINDRE JER I AT SIGE NOGET!
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FOR 5 ÅR SIDEN VAR PROBLEMET AT INGEN BRUGERE ENGAGEREDE SIG. FÅ KOMMENTEREDE. DET VAR KEDELIGT.
Husk
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STOP MED AT VÆRE BANGE FOR BRUGERNE. EN RASK KONFLIKT ER EN NATURLIG DEL AF ET SUNDT FORHOLD ;)
Sidst, men ikke mindst
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THNX!