This Conflict Management training session is designed for individuals in customer-facing industries, such as hospitality, retail, banks and pharmacies. While every customer-facing role has its unique challenges, they all involve managing interactions with the public, including handling issues and complaints. This course provides essential tools to address these situations confidently and professionally.
The interactive and engaging session includes dynamic group exercises, thought-provoking discussions and practical handouts, equipping participants with the skills needed to effectively manage conflict. It is suitable for professionals of all levels across various customer-facing sectors, focusing on enhancing communication and conflict resolution abilities.
The course will cover:
- Core principles of conflict management
- Effective communication strategies
- Understanding human responses to conflict
- Assessing and reducing risk in difficult situations
- Techniques for de-escalating conflict in emotional or high-pressure scenarios
- Best practices for professional conflict resolution
Participants will leave the session with valuable insights and actionable techniques to improve customer interactions, ensuring a positive and professional approach to resolving conflicts. All attendees will also receive a certificate of attendance as a testament to their training.
To book a place please email training@marble-arch.london
