External Conflict Management
With around 688,000 incidents of violence and more than 300,000 adults experiencing physical violence at work in 2019/20, there is a crucial need to train staff in conflict management to effectively deal with conflict situations; or to avoid such a situation from occurring or escalating out of control.
However conflict more-often-than-not does not include physical violence, but normally takes the form of a dissatisfied customer or client. And with multiple studies and surveys showing the negative effects that losing a dissatisfied customer has on a business, awareness of the different factors involved may assist in solving a dispute or preventing a negative outcome.
Preventing conflict – Understanding the roots of conflict to minimise its potential, and intervening effectively in conflict situations to prevent them escalating.
Explaining the motivation of clients/customers who become ‘difficult’ – Why some clients/customers get agitated or angry, and the importance of satisfying their demands.
How to control your own behaviour – Helping to defuse a difficult situation with a client/customer by adjusting one’s own behaviour, controlling one’s emotions, and turning a bad situation around.
This course contains test questions and issues a certificate upon completion.