Course Overview
Conflict is an inevitable part of our lives but how we view it and how we deal with it can turn it from being an unpleasant experience into one where we learn and grow. This course will help you to understand how conflict can be positive and will introduce you to tools and techniques that will assist you to effectively deal with conflict situations.
Course Objectives
- Identify causes of conflict
- Describe how diversity and differences can be harnessed
- Demonstrate strategies that avoid escalation of conflict
- Demonstrate techniques to show empathy and rapport
- Solve problems quickly and effectively
- Handle customer complaints appropriately
- Negotiate a successful outcome
