So, you’re in shared services and hit a bump in the road.
Maybe it’s a conflict between departments, a whiff of miscommunication,
or simply a difference in expectations.
These things happen—trust me, I’ve seen it all in my 20+ years in outsourcing and offshoring.
The truth is, navigating dispute resolution is key to shared services success.
You don’t want a minor hiccup to turn into a full-blown crisis that derails
the incredible work that you and your team do.
Let’s break it down into some actionable strategies that can help smooth out those rough patches.
Understanding the Root of Disputes
Understanding why disputes arise in the first place is half the battle.
Here are a few common culprits:
- Miscommunication: It’s amazing how easily messages can get lost in translation.
- Expectations Discrepancies: Different teams have different goals and timelines.
- Resource Allocation: Who’s doing what? If it’s unclear, disputes are imminent.
- Change Resistance: Change can make people uneasy. It’s natural, but it can lead to friction.
Identify the root causes and address them head-on.
The earlier you do this, the easier it’ll be to nip issues in the bud.
Open Communication Channels
Communication is the lifeblood of shared services.
When disputes arise, instead of letting things fester:
- Set up regular check-ins among teams to make sure everyone is informed and aligned.
- Encourage honesty. Let team members know it’s a safe space to voice concerns without fear of backlash.
I’ve seen firsthand how open communication keeps misunderstandings at bay.
Last year, I worked with a global firm where we implemented weekly updates.
It significantly reduced misalignment and allowed for quick resolution of issues.
You’ve got to break down those communication barriers.
Establish Clear Guidelines and Expectations
Without clear guidelines, it’s like sailing without a map.
Here’s how to ensure everyone’s on the same page:
- Document everything from roles and responsibilities to timelines and deliverables.
- Make these documents accessible to every team member so they can refer back when needed.
- Hold kickoff meetings when launching new projects to set the stage.
Trust me, clear guidelines reduce confusion and save everyone a lot of headaches.
Make it a point to revisit and refresh these guidelines regularly.
Times change and so do roles.
Empower Conflict Resolution Skills
Not that anyone loves the idea of conflict resolution training,
but it’s a necessity. Equip your teams with the skills to handle disputes.
Here’s how:
- Offer workshops on negotiation and conflict resolution.
- Role-play scenarios based on real conflicts that have occurred in the past.
- Create a mentorship program where experienced staff can guide their peers.
When team members feel empowered to resolve conflicts,
not only do resolutions happen faster, but relationships often strengthen.
This isn’t just about resolving one issue; it’s about creating a resilient culture.
Leverage Technology to Improve Connectivity
In our digital age, tech tools can drastically improve how we manage disputes.
Utilize collaboration platforms for transparency and organized communication.
Here are some tools to consider:
- Project Management Software: Keeps everyone updated on project status.
- Chat Platforms: Instant communication to resolve issues before they escalate.
- Feedback Tools: Encourage and streamline feedback loops.
I once introduced a project management tool to one of my teams, and it was a game-changer.
Everyone knew what was expected, where the project stood, and who to talk to for updates.
It made a world of difference.
Make it a Team Effort
Dispute resolution shouldn’t lie solely on the shoulders of one person.
Bring everyone in to create a culture of collaboration.
Here’s how you can achieve this:
- Involve multiple departments in decision-making processes.
- Create cross-functional teams to tackle specific issues.
- Celebrate collective wins to encourage teamwork.
Team cohesion means issues are less likely to arise.
It’s about sharing ownership of the process and making sure everyone feels heard.
Creating a Feedback Loop
Once a dispute has been resolved, take the time to gather feedback.
This step is often overlooked but is critical for continuous improvement.
Ask these questions:
- What worked well during the dispute resolution?
- What could we improve next time?
- How can we better prepare for similar issues in the future?
At the end of the day, conflict is part of any workplace.
However, with a strong feedback loop, we can learn and even use past disputes as teaching opportunities.
Building Relationships Beyond the Work
Sometimes, all it takes to resolve disputes is getting to know each other a little better.
Invest in team-building activities that foster trust and camaraderie.
Here are some ideas:
- Organize team lunches or outings.
- Schedule informal coffee chats between departments.
- Start a book club on professional development or industry topics.
When team members see each other as people,
it reduces animosity and builds a framework for better communication and collaboration.
Last Thoughts on Navigating Dispute Resolution in Shared Services
Navigating disputes might not be glamorous, but doing it right can lead to shared services success like you wouldn’t believe.
Remember, it’s all about keeping open channels of communication, setting clear expectations, and making conflict resolution everyone’s responsibility.
So go on, take these insights, and start building an environment where disputes are just another bump on the road to success.
For more on shared services transformation, process optimization, and everything in between, check out THEGBSEDGE blog.
You won’t regret it.
Written by Vikrant Aglawe, a shared services expert with over 20 years in the industry.
Join me at THEGBSEDGE to keep the conversation going.
