Conflict Management

Any personnel with responsibilities for managing teams of people will benefit from this programme by learning how to recognise, understand and resolve conflict in the workplace. This programme will also support individuals who have direct customer interface. The clients may be internal customers from other departments, members of the public or personnel from other companies. As aggression is frequently caused by high stress levels, personnel who work in this type of environment can learn strategies for counteracting these pressures. By the end of the training course delegates will:
• Understand the causes of conflict
• Be introduced to the role of facilitator
• Enhance your skills in managing diverse teams of people
• Develop techniques for resolving conflict
• Learn strategies for dealing with aggression
• Learn how to resolve customer complaints
• Increase your customer/client satisfaction and retention

Introduction & workshop objectives

• What are we going to cover today?
• Establish what you want to achieve

What is conflict

• The causes
• The effect

Mediation

• The role of the facilitator
• Questioning and listening
• Maintaining objectivity

Resolving conflict

• Build rapport
• Get the facts
• Discuss solutions
• Take action

Handling aggression

• Listening
• Questioning
• Acknowledge
• State position
• Seek options
• Agree action plan

Exercise

• The Customer Complaint

Action planning

• Commit to action for the future

Summary and close