To face the challenge of dealing with difficult customers and workplace conflict requires the development of particular skills that will ensure not only the achievement of designated outcomes, but also the maintenance a positive attitude and sense of achievement amongst team members. In this professional development training we will focus on a number of key areas to enhance and develop the skills of your team members:

• Understanding conflict and creating rapport
• Conflict Resolution Styles;
• Active Listening;
• Review of reasons why customers are difficult;
• Seven step formula for handling customer complaints;
• Conflict resolution and management skills;
• The power of assertive behaviour;
• Using “I”- Statements; and
• The importance of positive attitude and feedback.