Conflict Resolution Skills

This training assists frontline staff in dealing with difficult customers both in person and on the phone. Our training focuses on the employee and his/her ability to recognise a potential conflict, implement a range of strategies to deflect, avoid, resolve or exit from the developing situation.

Our training is hands-on, focused and intense, usually lasting for just a half day. The main focus is on the provision of coping strategies for staff through realistic role plays which provide trainees with words, phrases and actions which allow them to cope effectively with workplace violence.