Dealing with Conflict

by Solutions2Success Claim Listing

Devise solutions and approaches to deal with common situations that create problems or customer dissatisfaction

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img Duration

1 Day

Course Details

Dealing with Conflict and Assertiveness 

Learning objectives and expected outcomes

  • Enhance or learn new skills to achieve great customer experiences

  • Develop good relationships through using a structured and proven process for dealing with problems and queries

  • Improve customer loyalty and recommendations

  • Devise solutions and approaches to deal with common situations that create problems or customer dissatisfaction

Course content includes

  • The Conflict Management model, what approach to use and when to minimise conflict whilst also achieving your objectives

  • The process to follow when dealing with aggressive people (face to face, email and phone)

  • Definition of assertiveness and why it is very effective

  • Assertiveness skills- the different approaches and when to use them

  • How to say NO nicely or push back when needed

  • How to maintain rapport during conflict or difficult situations

  • How to deal with problems that involve multiple people

  • York Branch

    2 Clifton Moor Business Village,North Yorkshire, YO30 4XG, York

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