Resolving Conflict

In a customer service environment it is inevitable staff will come across conflict in the workplace

• Conflict Awareness

• Conflict Management • Conflict Resolution

Who is it for?

In a customer service environment it is inevitable staff will come across conflict in the workplace. Being aware of how conflict starts and knowing how to manage and resolve it gives staff confidence when dealing with challenging situations and the skills to diffuse them. This will give an extremely professional image of the company and it's work force.

What is covered?

• Recognising what conflict looks like, understanding the different degrees of conflict and recognising behavior that could lead to conflict.

• Different management strategies when dealing with conflict, and matching strategies to situations.

What is involved?

• Various challenging interactive exercises on how to recognise conflict in themselves and others by addressing their own and other's experiences and emotions, this course will help staff raise their awareness of what conflict is, how to manage challenging situations and diffuse/reduce unnecessary conflict in the work place.

 

Course duration: 1 Day

Course Price: £750 (excl. VAT)

Resolving Conflict in the Work Environment

Conflict Awareness.

Almost everyone is aware of workplace conflict — some painfully so. We usually think of Conflict as a negative, something to be avoided or even suppressed. The problem is that our usual tactics for dealing with Conflict only make it worse.

There are 3 learning outcomes to this unit. The learner will be able to:

• Recognise what conflict looks like

• Understand the different degrees of conflict

• Recognise behavior that could lead to conflict

 

Conflict Management.

It's important to remember that there are many strategies we can use in conflict situations, but each of us tends to habitually use some strategies more often than others. To most effectively resolve a conflict, we should use the strategy that is most appropriate for that particular conflict situation. However, that strategy might not be the strategy that we habitually use.

 

There are 4 learning outcomes to this unit. The learner will understand and know how to implement:

• Create a personally affirming environment

• The use of active listening skills

• Different management strategies when dealing with conflict

• Match which strategy to use depending on the conflict situation.

Resolving Conflict in the Work Environment

 

Conflict Resolution

 

Effectively resolving conflict in your workplace, is imperative where you have an interest in seeking a negotiated solution. An agreement is not always guaranteed, but knowing how to resolve conflict greatly improves the likelihood that the problems can be understood, solutions explored, and consideration of the advantages of a negotiated agreement can occur within a relatively constructive environment.

There are 4 learning outcomes to this unit. The learner will:

• Identify "Desired Outcomes" from a Negotiated Process

• Identify a safe place for negotiation

• Approach problem solving with flexibility

• Build an agreement that works