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