Courses

Managing Customer Conflict

1-Day Course

SEMINAR OUTLINE
HOW YOU WILL BENEFIT
YOU WILL LEARN
WHO SHOULD ATTEND
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Managing conflict both in the workplace and outside the workplace can be a real challenge. In our fast paced work environment conflicts can arise. This hands on; one day program focuses participants in on creating a personal toolkit for managing conflict both in the moment and in preparing for an anticipated conflict. The better prepared we are for conflict the less often it occurs and the more positive outcome occurs.

HOW YOU WILL BENEFIT

To understand the potential causes of conflict
What is needed in conflict
What the styles of conflict are, starting with your own style of managing conflict
Key steps to best manage conflict with each style
Explore the difference between Assertive, Aggressive and Passive-Aggressive behaviour styles
Learn techniques to best enhance the performance and minimize issues with each behaviour style

YOU WILL LEARN

Conflict overview

What are the most common approaches to conflict
How does conflict arise?
How best to manage conflict in the moment
How to proactively manage conflict before it escalates
Creating positive communication
The difference between assertive and aggressive

Styles of Conflict

Assess your own style of managing conflict
Assess the style of those you work with including team mates, customers, suppliers, etc.
Identify key steps to creating positive outcomes with conflict situations
Create a personal action plan for managing conflict situations

WHO SHOULD ATTEND

Anyone who wants to deal better with conflict situations, both with internal and external customers.

FEES

MEMBERS:	$995.00 Cdn
NON-MEMBERS:	$1,095.00 Cdn
Click here for more membership information

Satisfaction Guaranteed:

We guarantee the quality of this course. More than 99.2% of our attendees say they would recommend the course to their colleagues. If however, you are not completely satisfied please let us know, we will work with you to help you achieve your learning needs.