Our conflict management and personal awareness workshop is designed for people with direct customer contact, such as receptionists, front office employees and customer care workers. It equips them with the necessary tools to deal with verbal and physical aggression from potentially hostile clients. Participants learn how to identify a pending threat and diffuse it before it materializes. They also develop and train an understanding of the use of empathy to diffuse a verbal confrontation. Through demonstration and practice of simple, yet effective techniques and strategies they learn how to be better prepared for verbal encounters.
Participants learn to remain under emotional control during disagreements and to avoid behavior that tends to escalate conflict situations.
This is a bespoke course tailored to the specific needs of the client.