D1. Develop productive working relationships with colleagues
4) How to identify conflicts of interest with colleagues and the measurements that can be used to manage or remove them A conflict of interest occurs when an individual or organisation is involved in multiple interests, one of which could possibly corrupt the motivation for an act in the other. An example of this between colleagues could be the staff wants to have training to gain more knowledge, but the manager wants them delivering sales therefore being on the phones so not to loose out on any business. These are two conflicts of interest, i.e. revenue the business makes vs. new learning skills the agents gain. The way to manage this is to ensure both interest of colleagues are satisfied or a compromise is allowed. For example the compromise could be that if the agents receive the learning sessions and are off the phones, that they have a shorter break to ensure the company is still getting money. This would resolve the issue and both parties would be satisfied. Assessing both sides when there are conflicts of interest is important, as it puts into perspective what affects each individual. This should be discussed possibly in a group meeting, and a solution put together to make sure everyone is happy with the final outcome.
5) How to take account of diversity issues when developing working relationships with colleagues Diversity in a business means that the company has a diverse work force this can consist of a range of different cultures, men and women, people of many generations, people from ethnically and racially diverse backgrounds. A company that supports the diversity of its workforce can also improve employee satisfaction. Diversity is beneficial to both the business and the employees and brings potential benefits such as better decision making and improved problem solving due to the different types of staff. Greater creativity and innovation, which leads to enhanced product...
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