Dealing with Conflict - Course
Telephone: 01792 284400 Email: Skills4Swansea@gcs.ac.uk
Overview
The Dealing with Conflict course has been designed to prepare employees to manage conflict with customers, visitors, and guests. The content will provide learners with simple strategies and universal guidance to manage interventions professionally and effectively, with the aim of defusing situations whilst providing appropriate customer solutions.
Learners will also understand the need to manage emotions, so that conflict does not negatively impact their health and wellbeing.
Key information
There are no entry requirements for this course.
The course will be delivered in one day, through in-person delivery at a venue confirmed upon booking.
Topics
- What conflict means
- How we respond to conflict
- Recognising signs of anger
- Ways of managing and resolving conflict
- Appropriate words and actions for conflict situations
- Skills for conflict resolution
- Key phrases for conflict situations
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