10:00 - 10:15

Introduction from the Trainer

Alan Sharland

Alan Sharland

Director, CAOS Conflict Management

10:20 - 11:15

Developing the Skillset to Respond to Conflict

  • Principles and underlying philosophies for communication that support effective conflict resolution
  • An exploration of what is meant by a ‘difficult customer’ and implications of that term for customer-facing roles

The trainer will share real-life examples and introduce conflict management skills

Session led by Alan Sharland

11:15 - 11:30

Effective Communication Approaches for Conflict Resolution

  • Practical exercise: Practising the first 2 skills used for supporting effective communication and resolution of conflict with customers
  • Review of the exercise and the benefits for staff member, customer and their complaint or concern
  • Examples of difficult situations and outcomes – from the perspective of the ‘difficult customer’!

Breakout session: Participants will break out in groups to practice their communication skills

Session led by Alan Sharland

12:30 - 13:15

Lunch Break


13:15 - 13:45

Organisational Policies to Develop Coherent Responses

  • How do you/your staff/your organisation characterise a ‘difficult customer’?
  • Exploring perceptions of a ‘difficult customer and how that affects the individual and organisational response
  • Responding to harassment and threats
  • Knowing when/how to use external mediation or conflict coaching support

Session led by Alan Sharland

13:45 - 14:45

Supporting Creative Responses to Conflict

  • Working co-operatively with customers
  • The third conflict resolution skill: How open questions support creative thinking for conflict resolution and collaborative resolution of a complaint

Session led by Alan Sharland

14:45 - 15:00


15:00 - 15:45

Conflict Management Best Practice

  • Examples of organisational responses that represent good and bad conflict resolution strategies
  • Best practice for writing response letters and public apologies
  • Responding to complaints
  • Reviewing different scenarios and applying good practice in social media, telephone and other responses

Session led by Alan Sharland

15:45 - 16:00

Final Questions and Review of the Day


Close of Course

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