Course 01

Managing Conflict with Customers and Coworkers

Course Overview

This course is taught over the period of three half days of intensive training. Participants are engaged through interactive sessions in which the facilitator teaches the principles of effective listening and communication, in addition to negotiation and mediation skills. Participants will also have the opportunity to apply conflict resolution skills in relation to conflict which arises employee to employee and employee to customer. This course also trains participants to effectively manage difficult coworkers and customers.

Methodology

Participants are given a detailed manual which encourages participants to be self-reflective throughout the course.

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Call For Inquiry

(345) 464 – 4632

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Mail For Inquiry

Inquiry@school.com

01.

Demonstration of Conflict Resolution Skills

The coaches working with participants demonstrate foundational mediation and negotiation skills which allow participants to interact and ask questions.

02.

Video Demonstration

Another tool used by the facilitators is the use of recorded video presentations showing live mediations. This assists participants in applying mediation skills as well as engages them in understanding and the critique of effective approaches to use in reaching a settlement.

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Curriculum

Programme Outline

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Conflict Analysis

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Effective Communication Skills

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Handling Difficult Emotions in the Workplace

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A Principled Approach to Negotiation

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Creative Problem Solving

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Introduction to Mediation Skills Training

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Role Playing Exercise

Programme Outcomes

By the end of this session participants will be able to…

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Identify different causes of conflict in the workplace

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Explain personal conflict styles

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Develop listening and communication Skills

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Apply negotiation and mediation skills for managing conflict with coworkers and customers

Who should attend

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Persons within organizations responsible for disputes

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Customer services representatives

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Human Resource Practitioners

Register for a course

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Email Address

Telephone

Select all courses of interest Select all courses of interest Foundational Mediation Skills Managing Conflict with Customers and Coworkers Mediation Skills for Human Resources Personnel Conflict Resolution Skills for Leaders Negotiation Skills Training Conflict Resolution Skills for the Tourism Industry

Additional comments or special needs

Registration type Registration type Individual Company

Company Name

Number of participants

10 + 10 =

Need more info?

Location: 1243 Divi St., San Francisco, CA 92421

Telephone: (435) 123-3566

Email: hello@divi.edu

School Hours: M-F: 8am – 3pm

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