Dealing with customers may sometimes create unfortunate anger and animosity and the situation can rapidly get out of hand if not handled correctly. Customers who don’t believe they have received the service or support that they had expected can quickly lead to situations of aggressive and unruly behaviour. Conflict resolution training empowers your staff with crucial conflict management skills in order to defuse aggressive and violent behaviour in a prompt and professional manner. However, sometimes, poor communications, inadequate systems, administrative mistakes and related elements of mal-administration can try the patience of policyholders and exacerbate an already stressful situation.
Whilst conflict in the workplace might not always be inevitable, the response by your staff needs to be confident and professional. Owing to different personalities, expectations and opinions expressed by both employees and policyholders, the management of conflict is a critical skills set.
On completion of the Conflict Resolution Training your staff will be able to:
- build trust and credibility amongst colleagues and team members
- clearly articulate the process for handling conflict and anger in the workplace
- gain confidence in having difficult conversations with aggressive policyholders
- manage conflict situations proactively and improve staff performance
If you have identified a need to upgrade its staff training to include conflict resolution you have come to the right place. At the end of this programme, your staff will be able to institute an effective process for conflict resolution. As a result of this programme, your reputation and corporate governance obligations will be protected against adverse publicity.