Course Content

Delegates will require the skills to:

• Putting Conflict Into Perspective

     – Why conflict happens

     – Emotions involved in a conflict situation

     – Understanding the elements that creates conflict

• Dealing with different personality styles
• Managing conflict through communication

     – Communicating to prevent conflict

     – Active listening

• Organisational Conflict Resolution Skills

     – Identifying personal conflict situations

     – Applying the skills to a personal conflict situation

     – Identifying conflict handling styles

     – Applying various options and strategies

• Handling Customer Complaints

Who will benefit

The workshop is suitable for support and executive staff members, who want to prevent and resolve the escalation of conflict and to build synergy and effectiveness within the team.

Duration

1 Days