• Certification
  • Supporting Material
  • 18-month Free course retake

 

Conflict Management

£497.00

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OVERVIEW

Conflict Management – staff, customers and suppliers

In every walk of life, conflict is inevitable. But it cannot be sustained without adverse consequences. Internally, it leads to bad feeling, alternative agendas, lack of co-operation, selfishness, and creative work avoidance. It is the key reason why people look for work elsewhere.

Similarly, conflict with customers is never healthy; ambiguous product or service descriptions can irritate and lead to bad feeling. Customers’ expectations are often not met and it’s not healthy for them to have grudges or a feeling of injustice. Unless conflict is managed, you are losing business.

Few people go out of their way to look for an argument, but many may feel cheated or make a stand to defend their view to the bitter end, partly to save face. How your company handles people, whether they are right or misguided, will define you and your reputation.

Conflict with customers badly handled often leads to bad publicity through the media and instantly, perhaps even virally, through social media. Everyone today can have their say. It needs to be managed sensitively and quickly. It is vital to manage customer perception, to regain their confidence and bring the situation back under control.

Outline

There are no winners or losers in conflict. No one likes to be told they are wrong or to be made to look a fool. The only real measure of success is that customer feels she has been treated fairly and with respect. Issues handled well can actually help companies to gain favour.

Our coach has worked with conflict throughout his working life. This knowledge will be shared and discussed so that each of your team feels capable and empowered to deal with conflict. Having mastered handling difficult situations, helping customers is certainly rewarding.

BENEFITS FOR THE ORGANISATION

To develop your team to being highly competent at handing internal and customer conflict will mean that no one will see conflict as a threat or as unpleasant work. Putting things right should be seen as a privilege. We help change mind-sets.

WHO IS THIS COURSE FOR?

All staff needing to work with others more effectively and all those talking with customers or suppliers.

WHAT YOU WILL LEARN?
  • Identify the key components present in all confrontations
  • Use tools and structure to identify positions, point of disagreement and the root cause of conflict
  • Building your confidence
  • Keeping an ‘eye on the prize’
  • Seeking stepped agreement in the conversation
  • Active listening
  • Open questioning
  • Voice – tone, pace, words
  • Maintaining composure when responding to conflict and aggression
  • How to stay calm and manage angry people
  • We touch on body language – how to read the signs
  • Understanding the costs to corporations caused by conflict in the workplace
  • Determining the cause of conflict
  • Recognising the signs of conflict situations
  • Determining your default conflict management style
  • Anticipating and responding to conflict
  • Fear reactions, assertiveness and cooperativeness
  • Resolving conflict
  • Tools, skills and strategies

PUBLIC SCHEDULED CLASSES

Come into one of our centrally located training facilities. Small class sizes, industry experienced instructors, and many classes lead towards certification.

PRIVATE TRAINING

We can organise training for you. We can do it for only one person or a group. Give us a call an we can make arrangements for your course.

LIVE ONLINE TRAINING

With our online toolbox let your global team learn together. Give us a call and we can make arrangements for your course.

ACADEMY IN A CASE

If you can’t come to us we can come to you. Give us a call and we can make arrangements for your course.

SPREADING THE COST OF YOUR TRAINING

You know that in the long term it pays to be skilled up in the latest software. But you’ll also know that, in the short term, investing in yourself can feel painful on your pocket. So we’ve got a solution that will help you learn the skills you need, at a monthly price that you can afford.

Introducing Academy Class Payments.

Because we’re committed to your success, we’re offering you the opportunity to pay for your training monthly, rather than the whole cost upfront. We want to remove every barrier we can to your success, and if having the flexibility to spread the cost of your training helps you, as it helps thousands of others, then let’s do it.

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SAVE WITH ACADEMY CLASS VOUCHERS

Academy Class Vouchers are a flexible, cost-effective solution for training multiple individuals within a team or across an organisation and allow any member within your organisation to book a training course anytime over a 12 month period.

Multiple users can make dramatic savings, booking 10 to 30 day training blocks from the Academy Class schedule. It’s up to you how many Academy Class Vouchers you purchase.

All you need to remember is that, the more you buy, the more you save.

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