Conflict Resolution and Acceptable Behaviour
This course is designed to enable delegates to carry out scenario based conflicts between customers, the general public and employees. Utilising acceptable behavioural techniques to avoid escalation and minimising complaints.
Objectives
By the end of this course the participants will be able to:
- understand what can cause anger and distress to customers and the public
- manage a difficult situation
- carry out basic conflict resolution
- carry out a scenario using acceptable behavioural techniques
- know when to contact the emergency services when a situation cannot be controlled.
Method
- Classroom tuition with practical demonstrations.
- Delegate participation in practising the techniques.
Pre Course Requirements
None
Who Should Attend?
Anyone involved in activities that will come in contact with customers or the public in the workplace.