Conflict Resolution

Conflict Resolution 

☑ Course Delivery Duration: 4 x 45 Minute Instructor led Virtual Classroom Training (VCT) Sessions
☑ Self-Study Duration: 2-4 hours self-study and work-based tasks
☑ Course Materials: Downloadable materials for this course include a detailed manual for each module and a variety of other handouts and exercises. These materials will be used in the sessions and can also be used after the sessions.

Course Details

  • Customer Service Advisors
  • Service Advisors
  • Customer Service Managers
  • Retail Sales Advisors

This course is designed to enable all team members to be able to identify and define customer issues, manage minor issues and create a clear and defined escalation path for those that cannot be dealt with in the first instance. From defining issues, scaling and categorising, understanding customers expectations and providing a clear and structured approach to conflict resolution. Improving confidence in you and your team and reducing any negative impact on your business.

By the end of this course participants will be able to:

  • Consider common conflicts and how they occur
  • Consider and identify how poorly managed conflicts may leave the customer dissatisfied and how they can affect a business long term
  • Recognise the need for consumer protection
  • Analyse a conflict situation
  • Consider the actions on both sides
  • Identify positive and negative consequences
  • Recognise the need to establish facts from an objective position
  • Recognise the need for a structured approach to ascertaining information through active listening
  • Develop technique for creating understanding
  • Consider the benefits of positive reinforcement
  • Recognise the effect of our own behaviours on others
  • Consider how we can reduce negative effects taken on from others
  • Maintain an assertive behaviour
  • Describe the 5 steps towards resolution
  • Consider the role of remorse in this process
  • Recognise the need to be sincere in communications
  • Demonstrate the use of an effective approach to managing a given conflict
  • Discuss and describe key steps and techniques
  • Consider their current approach
  • Recognise positive and negative attributes in management of a conflict
  • Recognise different styles
  • Consider how different styles can be used in relevant situations
  • Recognise and identify key behavioural traits required for effective conflict resolution
  • Consider and identify current best practice within the business and consider changes to improve or adapt where required
  • Recognise the need to plan for customer issues and have a process in place to monitor and measure them

This course is divided into four modules:

Defining Conflict
This module is designed to set clear parameters around defining complaints, issues and conflicts. Exploring common terminology to ensure everyone in your business/ department fully understand the scale of a customer’s issue and can easily identify both the severity of the issue and what the next steps are likely to be.
Sections in this module include:

  • Identifying Conflict
  • Understanding Conflict
  • Consumer Protection (CPA2018)
  • Perceptions and Paradigms

Managing Complaints
This module will examine simple techniques for managing complaints ensuring information is recorded and used to improve the customer experience, manage customer issues, create a clear line of handling and lead to a reduction in escalated or serious issues.
Sections in this module include:

  • Establishing the Facts
  • Questioning Techniques
  • Active Listening
  • Summary and Agreement
  • Complaints Logs

Resolution
This module introduces the 3R’s model to manage immediate 1st line issues, manage customer behaviour and reduce escalation of issues. Participants will also be introduced to the complaint log and look at how to use recorded information to reduce future issues, as well as addressing processes within the business to improve the customer experience.
Sections of this module include:

  • The 3R’s Technique for 1st Line Interventions
  • The Escalation Route
  • Managing Information

Steps for Resolution
This module examines strategy for managing serious conflicts and also looks at conflict resolution styles. Developing a proactive approach to managing customer issues and communication throughout the business to improve the customer experience.
Sections in this module include:

  • 5 Step Process for Finding Resolution
  • Conflict Resolution Styles
  • PDCA

Content Examples:

Additional Information

At some point, most businesses, if not all, will experience a breakdown in their provision or a miscommunication that leads to customer dissatisfaction. If handled incorrectly this dissatisfaction can lead to complaints and conflicts. This course is designed to assist participants in developing an awareness of customer issues at inception, confidence in handling initial complaints and a structure for escalation when the resolution doesn’t satisfy the customer. Overall, this course provides structure and confidence in managing the smallest to the most complex of issues and allows the participants to identify areas for development in their own business in order to reduce and manage conflict issues.

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