Conflict and Resilience Course

This conflict and resilience training equips staff in customer-facing roles with the skills, knowledge and confidence to effectively respond to customer conflict, including aggressive or intimidating behaviour. The course is suitable for face-to-face or telephone based customer service or sales staff.

Course objectives

By the end of this one-day training course, the participants will have:

• Defined confrontation and their role in preventing and managing conflict in the workplace.
• Recognised their preferred approach when faced with conflict and adopt alternative strategies to resolve it.
• Understood the relationship between thoughts and behaviours and managed their thoughts to remain positive and confident.
• Demonstrated how to handle challenging customer situations in a positive, assertive and empathetic manner.
• Developed their own toolkit for managing stress and maintaining resilience.

See course overview

Thomas Kilmann conflict styles

• Understanding different styles and responses to conflict
• Recognising your own preferred way of dealing with conflict
• Identifying the impact of different conflict styles
• Presentation, individual questionnaire and reflection, small group exercise and review

Understanding and managing thoughts and beliefs

• Beliefs and behaviours
• Self-talk
• Applying to conflict, confidence and stress
• Facilitator tips, discussion with practical exercise

Preventing and managing conflict

• Controlling the challenging customer situations with assertiveness and empathy
• Demonstration, facilitator tips and practice sessions

Developing a stress and resilience toolkit

• An introduction to stress awareness
• Review of current coping strategies and sharing best practice
• Techniques to use before, during and after the customer conversation
• Team support and positivity – maintaining a positive atmosphere while working in a negative ‘environment’

Practice sessions

• Testing out the use of current and new strategies
• Practice sessions in pairs or trios, facilitated group review

Action planning and reflection

• Review of learning and action planning, course feedback
• Individual reflection and action planning exercise, facilitated group review

The training will be supported with:

• An optional participant pre-course questionnaire and/or pre-course reading to prepare for the training
• A colour printed workbook with tips, techniques and space for personal notes

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• Assertiveness Skills
• Conflict Resolution for Managers
• Dealing with Difficult People