Conflict Resolution Skills
One Day Course
In Conflict Resolution we look to develop the abilities and skills of front-line service personnel. They will learn how to recognize and diffuse concerns that can escalate to an upset or irate customer. Listed below are the topics we will be covering:
- Coaching my team on how to reduce conflict;
- Creating a win/win solution;
- Choosing the appropriate response;
- Understanding empathy;
- Managing emotions;
- Presenting options;
- Negotiation.