SERVICES: PUBLIC SECTOR

DEALING WITH CONFLICT

Duration - 1 Day

Target Audience

All persons who deal with members of the public as claimants or otherwise, either face to face or via telephone calls.

Course Aim

To provide the opportunity to identify the causes of conflict, and to examine the best approaches to reducing any such conflict.

Topics covered

• The impact of attitude on the communication process
• Listening skills
• The different states of mind and their impact on communication (transactional analysis)
• Questioning skills
• Planning for a difficult situation
• A model or process to assist with handling difficult situations
• Diffusing difficult situations
• Evaluation of an incident

Specific learning outcomes will be written to suit the customer's needs

Return to course list  |  Send an enquiry