Last updated on Jul 8, 2024

How do you resolve conflicts between users and IT support staff during ERP software troubleshooting sessions?

When it comes to troubleshooting Enterprise Resource Planning (ERP) software, tensions can run high between users and IT support staff. An ERP system integrates various functions across a company, including inventory, order management, accounting, human resources, customer relationship management (CRM), and more. It's crucial for the smooth operation of a business, so when issues arise, it's understandable that users want them resolved quickly. However, IT support staff must balance urgency with thoroughness, often leading to conflicts. Understanding how to manage these situations is key to maintaining a productive work environment.

1 Empathy First

To begin resolving conflicts during ERP software troubleshooting, start by fostering empathy. When users are frustrated, acknowledging their feelings can go a long way. As a user, try to understand that IT support staff are managing multiple tasks and may need time to diagnose the problem accurately. Conversely, IT professionals should recognize the user's urgency and the impact of system issues on their work. Communicating that both sides' concerns are valid helps establish a cooperative atmosphere and paves the way for a solution-focused dialogue.

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Kunal Sethi

Microsoft MVP | Global Technology Leader | Artificial Intelligence | GenAI | Dynamics 365 | Power Platform | Business Application | CRM | ERP |Advisor | Automation | Strategy | Speaker - Driving Digital Transformation
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Here's how to de-escalate ERP troubleshooting conflicts: 1. Active Listening: Hear user frustrations without interrupting. Acknowledge their pain points and show empathy. 2. Clarify & Collaborate: Rephrase the issue to ensure understanding. Work together to gather key details (error messages, recent changes). 3. Focus on Solutions: Shift the conversation from blame to solutions. Offer potential fixes or suggest escalation paths if needed. 4. Transparent Communication: Explain troubleshooting steps and expected timelines. Keep users informed of progress and any delays. 5. Seek Common Ground: Focus on the shared goal of resolving the issue. Maintain a calm and professional demeanor.

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Syed Zubair Syed Qayyum

Associate consultant/functional consultant/customer success associate
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Yes,We first maintain empathy before sympathy. Communicate to user to make the transparency nd ensure the users problem to get resolve in IT department within time line if the issue and problem is beyond the standard resolution we need to communicate to convey the delay problem.

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Haitham Elgohary

ERP & IT projects Consultant |10+ years experience | 20+ IT Project
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Clear Communication: Maintain open dialogue and regular updates. Set Expectations: Define roles, realistic timelines, and SLAs. Active Listening: Understand and empathize with user concerns. Collaborative Problem-Solving: Involve both parties in joint troubleshooting. Documentation: Keep detailed records and create a knowledge base. Training: Provide training for both users and IT staff. Focus on Shared Goals: Encourage teamwork and mutual respect.

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Rizwan Ashraf

Sr. Oracle Functional Consultant | Oracle Cloud ERP | Accounting Tutor | QuickBooks Proadvisor | Learner | Trainer
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Facilitate Clear Communication: Establish a structured communication channel where users can clearly articulate their issues and IT support staff can respond effectively. Encourage both sides to use specific examples and avoid technical jargon to ensure mutual understanding. Mediation and Collaboration: Act as a mediator to foster a collaborative environment. Organize joint troubleshooting sessions where users and IT staff can work together to diagnose and resolve issues. Highlight the common goal of ensuring the ERP system functions smoothly for all stakeholders.

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2 Clear Communication

Clear communication is the cornerstone of resolving conflicts between users and IT support during ERP troubleshooting. It's essential to articulate the problem, the steps taken so far, and what is expected moving forward. Users should provide detailed information about the issue without assuming IT staff know the context of their work. IT professionals, in turn, should communicate their troubleshooting process in a way that is understandable to non-technical users, avoiding jargon and technical terms that might create more confusion.

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3 Joint Problem-Solving

Engaging in joint problem-solving is an effective method for resolving conflicts. When both parties work together towards a resolution, it can lead to a more efficient troubleshooting process. Users can offer insights into how the ERP system is used in their daily operations, which can be invaluable for IT staff trying to pinpoint the issue. IT support can guide users through diagnostic steps they can perform, which helps users feel involved and can expedite the resolution process.

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Syed Zubair Syed Qayyum

Associate consultant/functional consultant/customer success associate
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Obviously, The main reason is to identify the user procedure with the ERP system is How users are working the ERP Software.if user and enhancement team work together which can lead the smooth procedure which can make an effect in terms of gap analysis where expectations meet the user and problems carried in further process to make easier to know.

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4 Set Expectations

Setting realistic expectations is crucial in managing conflicts during ERP troubleshooting sessions. IT support staff should provide users with a reasonable timeline for when they can expect issues to be resolved and keep them updated on progress. This transparency helps manage user expectations and reduces frustration. Users should also understand that some problems may be complex and require more time to fix, so patience is often necessary.

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5 Follow-Up Measures

After resolving an ERP issue, implementing follow-up measures can prevent future conflicts. IT support should debrief users on the cause of the problem and any steps taken to prevent a recurrence. This information not only educates users but also demonstrates IT's commitment to continuous improvement. Additionally, scheduling regular check-ins to ensure the system is functioning correctly can help build trust and reduce the likelihood of conflicts arising from future issues.

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6 Continuous Training

Continuous training for both users and IT support staff is vital in minimizing conflicts during ERP troubleshooting. Users should be trained on new features and best practices to prevent user errors that can lead to system issues. IT staff should stay updated on the latest ERP technologies and troubleshooting techniques. Investing in ongoing education ensures that everyone is equipped with the knowledge to handle challenges effectively and work together harmoniously.

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Syed Zubair Syed Qayyum

Associate consultant/functional consultant/customer success associate
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Correct, Whatever the adding features, enhancement is done by the IT professional to take the training session on the basis of feature and module wise enhancement with respective users.this will make better communication with IT professionals and end users.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you resolve conflicts between users and IT support staff during ERP software troubleshooting sessions?

1

2

3

4

5

6

7

1 Empathy First

2 Clear Communication

3 Joint Problem-Solving

4 Set Expectations

5 Follow-Up Measures

6 Continuous Training

7 Here’s what else to consider

Enterprise Resource Planning (ERP)

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How do you resolve conflicts between users and IT support staff during ERP software troubleshooting sessions?

1

2

3

4

5

6

7

1 Empathy First

2 Clear Communication

3 Joint Problem-Solving

4 Set Expectations

5 Follow-Up Measures

6 Continuous Training

7 Here’s what else to consider

Enterprise Resource Planning (ERP)

Rate this article

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