LEARN HOW TO USE SIMPLE AND PRACTICAL STRATEGIES TO STAY COMPOSED AND RESOLVE CUSTOMER CONFLICT
Who is this course for?
This course is designed for anyone wanting to learn new skills, which they can use immediately to improve their results in life. This course is of particular use for, coaches, leaders, managers, HR professionals, sales people, trainers, consultants, coaches, and anyone wanting to improve the way they interact with others.
Alternative Dispute Resolution Course
The course raises participants’ understanding of the background to conflict and the contribution they can make to either calming or escalating a confrontation.
During the training day participants learn and practise key skills to build their confidence and to maintain composure whilst de-escalating customer conflict.
Identify the key components present in all angry confrontations
Recognise different stages of conflict escalation
Recognise the signs of conflict and aggression
Maintain composure when responding to conflict and aggression
Use skills to manage their words, phrases and body language
Demonstrate skills to stay calm and manage angry customer behaviour
Causes and Effects of Behaviour Types
Possible Causes of Different Types of Behaviours
Impact or Effects of Each Type of Behaviour
Pros and Cons of Different Behaviours
Assertiveness and You
The Benefits of Assertive Behaviour to You
Personal Communication Styles
What is Communication?
Getting Communications Across
Personal Communication Style Questionnaire
How Important is Body Language ? • Demonstrating Assertive Body Language
Saying the Right Things
Guidelines for Assertive Words
The Three Step Approach to Being Assertive • Exercises in Applying Assertiveness
More Assertiveness Techniques
Starting to be More Assertive
Tips for Making Requests
LEEP Model for Handling Aggression from Others • Applying Assertiveness to Your Own Situation
BACKGROUND TO CONFLICT
Triggers to aggressive behaviour
Understanding customers’ needs when they are angry
Stages of conflict escalation
How our safety can be compromised
RECOGNISING RISING ANGER
Reading signs and symptoms of aggression
Managing conflict ‘flashpoints’
RESPONDING TO CONFLICT
Understanding our natural response to conflict
Understanding the impact of ‘red rag’ words and phrases
Managing our body language during conflict
Staying calm and managing our own responses
Structuring and controlling the conversation
Listening and calming the situation
Acknowledging difficulties and customer emotions
Managing unpredictability (drugs, alcohol, mental illness, etc.)
Saying no effectively
Handling abusive behaviour
Solving the problem
Excellent Communication & Rapport Skills
Discover what people are REALLY saying and understand the real meaning behind their words
Listening and Questioning Skills
Tune in to how people are talking to you
Remove the barriers that hold you back and boost your confidence
The Tools to Reach Your Full Potential
Change your thoughts about what is possible and make yourself think more productively about success
A Focused Approach to Life
Clear the clutter and turn challenges into success
Excellent Rapport & Confidence Building Skills
What’s included in the Online Course:
Full e-course materials include e-manual, e-books, exercise/goal setting sheets, weekly planners.
Full support is offered throughout the course which includes an assigned / dedicated tutor. This course also includes email support.
We also have a dedicated ustream channel see link
We also offer all students doing the home study training the opportunity to come along to our monthly best practice groups in Manchester at no extra cost. This greatly enhances learning.
The monthly support groups are free for all students and give you the opportunity to see inspirational speakers, network, meet like minded people, and learn new skills. For those that can’t attend the events we also film these monthly sessions and email a copy to all students each month. The practice groups are optional and not essential for completing the course.
The online courses are assessed by a written assignment at the end of the course which consists of a question paper and written answers.
There is no time limit for completing the course, it can be studied in your own time at your own pace.
Help and support is always available from the training centre team through out your training. This course will take you up to 50 hours to complete working from home.
On completion of the course you will receive Alternative Dispute Resolution Course
certificate from Vita online Learning and Education for completing the course