Managing conflict with customers or service users - 2 days

Managing conflict with customers or service users


There are no prerequisites for this programme

About this course

The 2 day course will provide participants with a comprehensive understanding of the causes of conflict, how conflict escalates, how to recognise conflict which is suppressed, how to prevent conflict, and how to manage a conflict situation and reach a resolution. 

The course will begin by looking at the causes of conflict, how conflict is triggered, stages of conflict escalation and how understanding this can prevent conflict at the source. This is followed by a look at the role of the ego in conflict situations. Participants will then be introduced to the Thomas Kilmann Conflict Mode Instrument which will allow them to understand their own preferred approach to conflict situations, as well understanding the different styles that are appropriate to different types of conflict situations. 

Often, conflict becomes visibly apparent after it has been brewing for a while. Knowing how to pick up on the signs and symptoms of conflict before it becomes visibly apparent is therefore one of the keys to preventing conflict from escalating. Delegates will learn how to spot conflict from the early stages and address is it before it gets out of control.

One of the biggest challenges when dealing with conflict is to have the difficult conversation. Accordingly the course will provide delegates with various tools and techniques on essential inter personal skills such as how to communicate, demonstrate empathy, build rapport, encourage trust, co-operation and participation. Delegates will also learn about the difference in managing conflict between others and conflict in which they are involved themselves. 

When conflict does escalate, it is essential to take control of the situation. Delegates will learn how to structure and control the conversation, listen and calm down the situation and acknowledge the issues being presented by the client. They will learn how to manage unpredictability and abusive behaviour. 

The Strength Deployment Inventory is a powerful tool to learn about how people react to conflict based on their Motivational Value System.  SDI allows you to understand your own MVS and that of others, and this is invaluable in conflict situations. 

Delegates will learn how to say no effectively, but compromise where possible. The course will end by examining how to achieve “win win” conclusions and how when managed effectively, conflict with customers can represent a real opportunity for improved customer relationships and future business opportunity. 

Who this course will benefit

This course will benefit any sales or customer service agent or manager

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