Managing Conflict: Is it me or is it you?
The aim of this session is to equip you with the ability to appropriately manage conflict in the workplace, be it with customers or within the team. Using real life stories of engaging with customers who have demonstrated volient and / or emotional behaviours the training will show you how people can embrace change and alter their learned behaviours.
By the end of the day’s training, you will have:
Examined the escalation factors that create conflict
Described how ineffective and effective communication can bring problems and resolutions
Explained pro-social behaviour
Explored mediation and the ‘middle ground’
Described the need to be rationally compassionate when dealing with customer issues
Explored the need for assertive responses to challenging behaviour
Explored reflection and summarising to de-escalate the issues
Used the DESC principle to explore assertive actions
The event is appropriate for organisational leads, managers, frontline staff and people who have first contact with customers.
Registration : 9.00am-9.30am Lunch is provided