Confrontation in the work place is going to happen. How we manage it is a trained skill that all managers must have. Since I have run call centers for most of my life this is the example that I will use. These are some of the tactics that we cover in our management trainee program at my company Expivia Interaction Marketing. These can be very easily transferred to any manager who leads a team.
Starting the day is often something that gets looked over in many contact centers. Many assume that their associates and supervisors will be motivated and ready to start the day without any other leadership. I can tell you that this is almost never the case.