Dealing with Conflict and Assertiveness
0.5 day course or 1 day course (In House)
(discount for multiple people or multiple course packages, ask about our customised In House programmes)
What job roles is this course suitable for?
- Sales
- Customer Services
- Anyone who is involved with interactions with internal or external people as part of a process or task
Learning objectives and expected outcomes
- Enhance or learn new skills to achieve great customer experiences
- Develop good relationships through using a structured and proven process for dealing with problems and queries
- Improve customer loyalty and recommendations
- Devise solutions and approaches to deal with common situations that create problems or customer dissatisfaction
Course content includes
- The Conflict Management model, what approach to use and when to minimise conflict whilst also achieving your objectives
- The process to follow when dealing with aggressive people (face to face, email and phone)
- Definition of assertiveness and why it is very effective
- Assertiveness skills- the different approaches and when to use them
- How to say NO nicely or push back when needed
- How to maintain rapport during conflict or difficult situations
- How to deal with problems that involve multiple people
Wide range of open courses start from £249 +vat per person. Contact us for more information or to book a course
Preferential rates for multiple delegates.In House customised programmes could be more cost effective and beneficial for multiple delegates.
