O papel do operador telemarketing : processo de negociação e conflito via telefone
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Data
2012
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A negociação é um processo complexo que ocorre diariamente no
quotidiano de todos os actores organizacionais. Enquanto processo de
resolução de conflitos, a negociação, implica uma actividade de intersecção social entre diversos actores, quando duas ou mais partes se desentendem e têm
comportamentos e atitudes divergentes, a negociação envolve a gestão destes
aspectos de modo que ambas as partes resolvam os interesses aceitáveis para
ambas.
Nesse sentido, em pleno acto de negociação via telefone, a qualidade
do atendimento telefónico, num primeiro contacto com o cliente transmite a imagem da empresa é fundamental para o desenrolar da chamada. Actualmente
existem milhares de equipas de telemarketing nas empresas, que tem como função divulgar e comercializar produtos e serviços através do contacto
telefónico.
Na elaboração deste trabalho, é possível verificar que num processo
de negociação via telefone os colaboradores devem adoptar os seus
comportamentos em função das situações que estão a experienciar, quer as mesmas se revelem positivas ou negativas.
Ainda outro conceito que abordamos é o conflito, o mesmo encontra-se
presente em diferentes sistemas sociais, desde o individual, o familiar, o grupal, o organizacional ao internacional, entre outros. Os conflitos surgem por
diversas razões no dia-a-dia das organizações e até mesmo no quotidiano da nossa vida pessoal, vivemos o conflito de diferentes maneiras.
O conflito ocorre, normalmente, mais como um processo contínuo e
sequencial do que como um facto isolado. Geralmente, o conflito surge quando uma ou ambas as partes vê ou pressentem ameaçados os seus planos ou escolhas.
É ainda mencionado o conceito telemarketing que surgiu nos anos 80
nos EUA, significando vendas por telefone.
Negotiation is a complex process that occurs daily in the daily lives of all organizational actors. While the process of conflict resolution, negotiation, involves an intersection between different social actors, when two or more parties quarrel and have differing attitudes and behavior, negotiation involves the management of these issues so that both parties address the interests acceptable to them. Accordingly, in the act of trading by telephone, telephone service quality in a first contact with the client transmits the image of the company and is fundamental to the progress of the call. Currently there are thousands of teams in telemarketing companies, whose function is to promote and sell products and services through a telephone call. At this writing, you can verify that a negotiation process by telephone, employees must adopt their behavior depending on the situations they are experiencing, whether in positive or negative situations. Yet another approach is the concept that conflict, that is present in different social systems, from the individual, the family, the group, the international organization to, among other things. Conflicts appear for various reasons on daily bases on the organizations and even in our everyday personal lives, we experience conflict in different ways. The conflict is usually more like a sequential and continuous process rather than as an isolated incident. Generally, conflict arises when one or both parties see or perceived threatened their plans or choices. It is also mentioned that the concept telemarketing emerged in the 80s in the USA, meaning phone sales.
Negotiation is a complex process that occurs daily in the daily lives of all organizational actors. While the process of conflict resolution, negotiation, involves an intersection between different social actors, when two or more parties quarrel and have differing attitudes and behavior, negotiation involves the management of these issues so that both parties address the interests acceptable to them. Accordingly, in the act of trading by telephone, telephone service quality in a first contact with the client transmits the image of the company and is fundamental to the progress of the call. Currently there are thousands of teams in telemarketing companies, whose function is to promote and sell products and services through a telephone call. At this writing, you can verify that a negotiation process by telephone, employees must adopt their behavior depending on the situations they are experiencing, whether in positive or negative situations. Yet another approach is the concept that conflict, that is present in different social systems, from the individual, the family, the group, the international organization to, among other things. Conflicts appear for various reasons on daily bases on the organizations and even in our everyday personal lives, we experience conflict in different ways. The conflict is usually more like a sequential and continuous process rather than as an isolated incident. Generally, conflict arises when one or both parties see or perceived threatened their plans or choices. It is also mentioned that the concept telemarketing emerged in the 80s in the USA, meaning phone sales.
Descrição
Orientação : Jorge Correia Jesuíno
Palavras-chave
COMUNICAÇÃO, COMMUNICATION, MARKETING, MARKETING, NEGOCIAÇÃO, NEGOTIATION, CONFLITOS, CONFLICTS, MESTRADO EM COMUNICAÇÃO NAS ORGANIZAÇÕES, GESTÃO DE CONFLITOS, CONFLICT MANAGEMENT