Managing Conflict through Service Excellence
Soft Skills Training
Managing Conflict through Service Excellence
Programme Goal
This programme will enable you to gain the knowledge and key skills which will allow you to manage difficult situations while still providing Service Excellence.
Programme Overview
If you attend this course you will:
- Distinguish the importance of managing conflict effectively with your customer, organisation and individual performance
- Identify all five conflict modes and identify your own conflict mode, through the Thomas-Kilmann Conflict Mode Instrument
- Identify the four step approach to manage conflict through Service Excellence aligned to the Thomas-Kilmann Conflict Mode Instrument
- Use the appropriate conflict mode, together with the five step process, in role plays to manage conflict effectively through Service Excellence
Target Audience
Anyone working in a corporate environment
Delivery Method
Instructor led training programme
Duration
2 days
