Program Description


Conflict Resolution

Description This program is designed to develop skills in conflict management particularly when dealing with customer complaints, including the irate and rude customer. It considers the nature of conflict, the cycle of conflict, and the dynamics of all disagreements. The program then covers the personal conflict style of the participants by completing a Conflict Style Inventory (CSI) profile. Participants then examine the range of alternative styles they may confront.

On completion of the workshop participants will be able to:

1. Deal with the Emotion:

    This is the process of empathising with customers while they are "letting off steam". Techniques include active listening, feedback, accepting and reflecting.

2. Gather the Facts

    How to ask the appropriate questions to move from the conflict stage to the problem resolution stage.

3. Agree Action

Techniques include goal inviting, goal setting and focusing.

4. Take Action

5. Follow-up

Key Content
  • Describe the nature of conflict
  • Understand the cycle of conflict
  • Learn the dynamics of all disagreements
  • Analyse causes of miscommunication in difficult situations
  • Profile individual conflict styles.
  • Judge how to adapt ones style
  • Learn the step by step procedure
  • Employees who need to learn to improve their ability to handle conflict.
Attendees Maximum of 12 participants recommended.
Delivery Style Syndicate group work, role-plays, group discussions, observation and feedback. Participants have the opportunity to deal with specific customer complaints in a role-play.
Duration 1-2 days subject to client’s specific requirements.