Why should you use the Conflict Management Learning Path?
Many frontline employees face conflicts daily. Everyone is different in how they communicate and how they deal with these tense situations. But good customer conflict management can actually turn a negative experience into a positive one for both the employee and the customer. That's why you should train your employees in Conflict Management.
This course is aimed at service employees who must handle conflicts in relation to customers. They'll learn how to:
- Identify a conflict
- Manage a conflict
- Respond in a conflict
Conflict Management training
The learning path consists of three microlearning modules. It provides concrete tools for how to deal with conflicts through case exercises and activity elements.
The users will get tested in different conflict cases, where they must decide how they should react in the given situation.
The purpose of the learning path is to teach:
- What a conflict is and why conflict management is important
- How to use your language and body language to de-escalate the conflict situation
- What tools they can use to achieve the right mentality and understanding to manage the conflict the best way possible
Bite-sized learning for busy workdays
The Learning Path consists of these modules:
How to identify a conflict
How to manage a conflict
How to respond in a conflict
