This Managing Conflict course is aimed at staff who deal with the public and would like to improve their ability in dealing with conflict by recognising different aspects of conflict that they may encounter and to understand different methods of dealing with such conflicts
Who would benefit from the course?
Staff who work with the public either face to face or on the telephone who wish to broaden their skills in diffusing conflict and improve their ability to communicate effectively.
Candidates will cover:
- What is conflict
- What triggers anger
- How to recognise when people are angry
- Why customers complain
- Customer wants and expectations
- How we communicate
- How our attitudes affect customers perceptions
- Resolution techniques
- Models of communication
- The recovery process
- Fight or flight
- The law relating to the use of force
1 day classroom based theory course which will involve group discussion and interaction and a theory assessment.