Dealing with Conflict & Complaints

About the Course

Designed for
This course is designed for anyone who is in a front-line position with direct customer contact that deals with conflict and complaints.

The Aims of the Dealing with Conflict & Complaints Course
The trainee will learn how to recognise the unmet expectation of a complaint, learn basic skills of dealing with conflicts and complaints, learn how to identify communication barriers and learn tools for overcoming conflict and complaints. Full scope as per the course outline below.

Pre-requisites: None

Teaching Approach
The teaching approach contains a blend of lectures, practical exercises and group discussion and interaction.

Course Material
The majority of this course is spent with a set of interactive exercises and projects so that those attending gain a firm
understanding of dealing with conflict and complaints. Professionally presented course notes are provided and these may
be retained for reference afterwards.

Duration: This training program is one-day in duration.

Course Outline

Expectations as the Root of All Conflict and Complaints
What Expectations Were not Met?
Using Expectations as a Tool to Prevent Conflict and Complaints
Conveying the Impact of Unmet Expectations

Basic Skills for Dealing with Conflicts and Complaints
Listening Skills
Effective Communication Skills
Problem Solving Skills
Interpersonal Skills
Persuasion Skills
Customer Service Skills
Integrity

Communication Styles as Barriers to Dealing with Conflicts and Complaints
The Communication Styles Matrix
Examples of Communication for Each Style

Tools for Dealing with Conflict and Complaints
Get to It First
Silence is Golden
Thank Them
Empathize
Brainstorming
Fishbone Diagrams
Applying Conflict Styles
The Interest-Based Relational Approach