Conflict Management Training

Overview

This course provides delegates with the exceptional skills and confidence needed to professionally manage angry or emotional customers or colleagues.  The goal is to train all participants to be equipped to turn potential confrontations into simple conversations.

This course will enable you to

• Recognise the factors that cause conflict to escalate.
• Identify steps to reduce conflict.
• Maintain composure when responding to conflict and aggression.
• Turn confrontations into simple conversations.
• Use skills to manage words, phrases and body language

Who is the Course aimed at

Employees who may have to deal with angry or emotional customers, but this workshop is also beneficial for colleagues and managers who may have to face having difficult conversations with others inside or outside their organisation.