Handling difficult situations and disputes can be one of the most stressful and challenging scenarios any employee can find themselves in. Don’t worry, Train to Win.tv can help. Our Dispute & Situation Management course provides the skills and understanding needed by participants’ to successfully manage and resolve confrontational situations.
It will provide an understanding of the background to conflict and the contribution they can make to either calming or escalating the confrontation. It focuses on understanding and handling difficult customer situations such as communicating with limited speaking English callers, handling argumentative and unhappy customers whilst raising confidence and maintaining control.
This is done by providing the knowledge and key skills to successfully handle any situation. Participants will have the opportunity to discuss situations in which they have delivered or received empathy, looking at improved methods of confrontation management. Each delegate will leave the session with their own personal action plan which will help to focus and measure improvement.