Dealing with Conflict and Complaints

DURATION
Half day workshop

OVERVIEW

At some point or another, we are bound to experience conflict at work. Whether it be with a colleague, a leader, a client or supplier, it is always unpleasant and something most people try to avoid. This workshop enables participants to realise that the conflict itself is not the problem; the issues result from the way people handle conflict. By learning skills to deal with difficult situations and behaviours in a direct but non-confrontational way, participants will leave this session with more confidence, will be more assertive in their approach, and will be able to deal with any conflict situation constructively.

OUTCOMES

• Ability to deal with conflict situations with maturity and sensitivity.
• Increased confidence and control when faced with conflict.
• Developed skills to turn conflict and complaints into relationship building opportunities.

TOPICS

• Common scenarios for conflict
• Understanding why conflict arises
• Eliminating the cause of conflict
• Styles for managing difficult situations and behaviours
• The 5 steps to dealing with complaints
• Turning complaints into opportunities
• The right intention: bringing out the best in people