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.
completion of the workshop participants will be able to:
1. Deal with the
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
to ask the appropriate questions to move from the conflict stage
to the problem resolution stage.
3. Agree Action
include goal inviting, goal setting and focusing.
- Describe the
nature of conflict
- Understand the
cycle of conflict
- Learn the
dynamics of all disagreements
- Analyse causes
of miscommunication in difficult situations
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.
||Maximum of 12
work, role-plays, group discussions, observation and feedback.
Participants have the opportunity to deal with specific
customer complaints in a role-play.
||1-2 days subject
to client’s specific requirements.