About
IN THIS MODULE:
- 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.
AIMS:
- 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.
TIME
This exercise will take approximately 1 hour and 30 minutes.
Group Size:
Ideally, 4-12 people per session.
USEFUL FOR:
Staff of all levels, who have customer service responsibility.
YOU’ll NEED:
Trainer pack and handouts – optional PowerPoint included.
SEE SAMPLE FROM THIS COURSE
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