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Managing Conflict and Disagreement
Managing Conflicts in the Workplace
Handling Complaints and Anxious Customers
Who are some difficult people to work with? They may be your customers who have unrealistic expectations of you. They may be your co-workers who have a different work style or different interests. To uphold productivity and integrity, you need to take up the challenge to manage these people. You may need to tap your interpersonal skills while you problem-solve as you tackle technical problems.
This training course aims to build the participants' confidence in handling difficult people. Attendees will be equipped with the techniques to practise professionalism in the following scenarios:• Staying calm under pressure
• Communicating assertively
• Analysing problematic situations
• Applying relevant methods to resolve conflict
Managing Conflict and Disagreement
Differences in backgrounds, personalities or interests may all result in conflict, which gives rise to personal stress and organisational inefficiencies. This training seminar / workshop will enhance personal effectiveness in the following aspects:
• Manage emotions
• Maintain a win-win attitude
• Analyse sources of conflict
• Adopt systematic methods of conflict resolution
• Communicate assertively
Managing Conflicts in the Workplace
Where there are people, there are conflicts. The workplace is no exception. Conflict is a necessary evil when people work or live together. If not managed well, conflicts can lead to a great deal of damages, resulting in loss of morale and productivity. On the other hand, conflicts can often expose hidden flaws in an organization. As such, when managed well, conflicts can be turned into rewarding learning opportunities for everyone concerned.
The purpose of this training workshop is to provide an overview of a conflict management process that can be applied to most organizations today. Through mini-lectures, discussions and demonstrations during the seminar classes, participants in this training seminar will learn of the key steps to prevent, detect, resolve, and learn from conflicts. Adoption of this system will not only help managers deal with conflicts at hand, but turn conflicts into learning opportunities.
Handling Complaints and Anxious Customers
Complaints are the best gifts customers can give to an organization. Unfortunately, many organizations and customer service personnel have adopted a negative attitude towards complaints, which in turn lead to unnecessary conflicts, angers and even sabotage. To be able to handle complaints professionally and tactfully not only helps to resolve the issue at hand, but also raises the public image of the organisation. While complaints are rarely pleasant, they often carry a positive intention.
The purpose of this training course is to build an awareness of providing extra service in complaint handling and equip the participants with communication skills to leverage on the positive intention and turn a complaint into a win-win solution.
If not handled well, complaints can result in anger, unnecessary conflicts and even sabotage. To be able to handle complaints professionally and tactfully not only helps to resolve the issue at hand, but also raises the public image of the organisation. While complaints are rarely pleasant, they often carry a positive intention.
The purpose of this training seminar is to build an awareness of providing extra service in complaint handling and equip the participants with communication skills to leverage on the positive intention and turn a complaint into a win-win solution.
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