Conflict management in the workplace

Course Outline

  • What is conflict?
  • Communication skills for conflict resolution
  • Win-win negotiating
  • Handling complaints
  • Planning into action to practice in the workplace

Objective Course

  • 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
  • Problem solve quickly and effectively
  • Handle customer complaints appropriately
  • Negotiate a successful outcome

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Lunch service