Managing Conflicts & Complaints

At some point in every working life, difficulties occur – with clients, customers or colleagues. In order to maintain performance and meet targets, it is essential to avoid the damage caused by conflict. To do so, employees need the right skills to manage confrontation successfully, and to help them through inevitable tensions and difficulties.

This two-day course provides a thought-provoking and challenging experience of dealing with difficulties. It increases the ability to build efficient working relationships with colleagues and clients, even in difficult circumstances. It introduces radical new perspectives on communication, which build on existing strengths, while highlighting unhelpful habits, providing solid skills to take back into work.

Here is a typical assessment by delegates of their experience of the course:

Course Aims

• to improve generic skills in communication and professional behaviour;
• to understand the nature of conflicts and complaints, and how to resolve them;
• to enhance one’s ability to maintain harmonious multi-disciplinary teams;
• to increase successful, clear and efficient communication.