Managing Customer Conflict August 31, 2009

Managing conflict both in the workplace and outside the workplace can be a real challenge.

In our fast paced work environment conflicts can arise. This hands on; one day program focuses participants in on creating a personal toolkit for managing conflict both in the moment and in preparing for an anticipated conflict. The better prepared we are for conflict the less often it occurs and the more positive outcome occurs.
HOW YOU WILL BENEFIT

* To understand the potential causes of conflict
* What is needed in conflict
* What the styles of conflict are, starting with your own style of managing conflict
* Key steps to best manage conflict with each style
* Explore the difference between Assertive, Aggressive and Passive-Aggressive behaviour styles
* Learn techniques to best enhance the performance and minimize issues with each behaviour style

YOU WILL LEARN

Conflict Overview

* What are the most common approaches to conflict
* How does conflict arise?
* How best to manage conflict in the moment
* How to proactively manage conflict before it escalates
* Creating positive communication
* The difference between assertive and aggressive Â

Styles of Conflict

* Assess your own style of managing conflict
* Assess the style of those you work with including team mates, customers, suppliers, etc.
* Identify key steps to creating positive outcomes with conflict situations
* Create a personal action plan for managing conflict situations

WHO SHOULD ATTEND

Anyone who wants to deal better with conflict situations, both with internal and external customers.

Official Website: http://www.focustraco.com/index.php/tm-training-schedule/details/237-109104