Conflict Management Training
Duration of the Programme: One Day
Cost of Programme: £650.00
Maximum Number of Learners: 10
The programme raises participants’ understanding of the background to conflict and the contribution they can make to either calming or de-escalating a confrontation.
During the training day participants will learn and practise key skills to build their confidence and to maintain composure whilst de-escalating customer conflict.
The skills used in conflict management are communications skills. Much unnecessary conflict can be avoided simply with clear, accurate written and verbal communication; a single lost email could lead to failed plans and pointing fingers, emotional Intelligence, the use of empathy and the use of creative problem solving.
What you will learn:
By the end of this programme participants will be better able to:
- Identify the key components present in all angry confrontations
- Recognise different stages of conflict escalation
- Recognise the signs of conflict and aggression
- Maintain composure when responding to conflict and aggression
- Use skills to manage their words, phrases and body language
- Demonstrate skills to stay calm and manage angry customer behaviour
Who is it for?
Anyone that works within a service industry dealing with customers both internal and external as well as those that work within a business.
The key is learning how to manage conflict effectively so that it can serve as a catalyst, rather than a hinderance, to organisational improvement.
Conflict resolution allows for constructive change to occur. If problems and disagreements are ignored rather than being handled constructively, things can only go one of two ways; either things stay the same, or they get worse. But, when people discuss their differences and work through them together, the stage is set for positive change to occur. Although it might be easier in the short term to leave things as they are, this struggle helps everyone involved in the conflict to work through the problem while developing stronger relationships.