This customer service training programme focuses on dealing with and responding to difficult and challenging situations. You will explore your current ways of managing conflict and how you can manage yourself and the impact better. You will work with colleagues to practise the skills and behaviours you need to increase your confidence in real work scenarios.
This programme works particularly well as a follow-up to the half-day ‘Delivering GREAT customer service’ programme. Run the programmes separately or make a day of it – the choice is yours.
Learning objectives
- Reflect on and share practice on positive customer engagement
- Learn effective personal approaches to managing conflict situations
- Practice and improve skills and behaviours for dealing with and responding to conflict situations effectivelyal approaches to managing conflict situations
- Understand what techniques support your wellbeing in tough situations
- Have an action plan to take away and put into practice
Expert trainer
Amanda is a consultant, facilitator and coach with an in-depth understanding of organisational, team and personal change in the public service and VCSE sectors.
Session outline
1. Welcome and objectives
2. Managing myself when conflict happens
- Why do people behave as they do?
- What is it that you find difficult?
- Activities in small groups exploring your personal conflict styles and what you find difficult. Learning new habits that will replace those that do not help you or the service user in challenging situations
- What excellent conflict handling looks and feels like – for myself and with others
3. Case studies and scenarios
- Group exercises focusing on workplace scenarios
4. Review, reflection and action planning
- Creating a customer commitment
- Action planning activities
- Next steps and further ideas and support
