Workshop outline
Participants learn to identify the causes and recognise the signs of conflict, be aware of the need to understand the other person's point of view and learn calming techniques to diffuse difficult situations.

Who should attend?
People who are new to working in a customer service environment or people who wish to learn basic to intermediate skills in coping with angry or aggressive people.

Workshop content

• Why conflict occurs and the ways that individuals deal with conflict situations

• Tips on how to deal with difficult situations in an assertive manner

• Methods to diffuse and remain in control of conflict situations

• How to use empathy to understand the other person's situation and to deal with it sympathetically

• Recognising that dealing with conflict is not about winning or losing, but working towards the best possible outcome for both people

• Tips on how to communicate in clear simple ways in difficult and stressful situations

Optional extra
An actor is available for the role plays.