IN A NUTSHELL:
- Identifying the 4 easy steps to prevent and manage conflict.
- A group flipchart exercise on the causes of difficult or aggressive behaviour.
- A discussion on the different behavioural choices and their characteristics.
- A fun role play exercise where delegates can apply their conflict management skills to given scenarios.
- To examine a process to manage conflict.
- To identify difficult and aggressive behaviour.
- To distinguish how to turn a challenging situation into a win-win.
This exercise will take approximately 1 hour and 30 minutes.
Staff of all levels, who have customer service responsibility.
Trainer pack and handouts. Available in downloads.