Complaint and Conflict Resolution

Overview

Conflict within a workplace can appear in many forms, from personality conflicts between employees to employee and supervisor issues.

Being able to identify when there is potential for conflict and interject to prevent it from occurring or having the skills to mediate conflict to a peaceful resolution are important skills to develop for any team leader or manager.

This course will equip you with the knowledge of conflict management strategies and the practical skills to take steps to help to resolve situations of conflict.

Details

What will I learn on this course?

At the end of this training, you will be able to:

• Recognise the key skills and qualities needed to handle complaints effectively
• Skills in building rapport and engaging with the customer
• Demonstrate empathy whilst maintaining control of the conversation
• Establish customer needs through questions and listening
• Defuse emotional responses
• Resolve complaints effectively
• Reporting & Recording effectively

Certification

Successful candidates will receive certification of achievement.