Conflict Management
Course Brief:
This course will help you to understand and develop the confidence and skills required to help you communicate and deal safely and effectively with the conflict that will inevitably happen in your role.
This TPG course looks at four main areas:
Avoiding Conflict & Assessing Risk
Defusing Conflict
Resolving Conflict
Learning from Conflict
Course Content:
- Communication Skills
- Channels of Communication
- Self Awareness
- Dynamic Risk Assessment
- Managing Customer Expectations
- Avoiding Conflict
- Attitude and Behaviour Cycle
- Effective Communication and Customer Service
- Recognising High Risk Conflict
- Resolving Conflict
- Learning from Conflict
