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Training staff to keep their cool,
be confident and positively resolve conflict

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Practical strategies for staff to Stay Composed
and Resolve Customer Conflict

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Skills and confidence for staff to know what to
say and do to reduce customer conflict

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    “I would recommend this conflict management training course to others, engaged my attention and maintained it all day. Trainer had excellent knowledge of the subject.”
    Elaine Archer – Learning and Development Manager – The AA

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    Latest Conflict Training Articles:

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      Are your expectations causing conflict?

      Picture the scene. There was an accident on the motorway and a passenger was delayed reaching the airport. After scrambling through the airport and security screening they manage to get to the departure gate....

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      What to do when you can’t offer a perfect solution

      Whisper it! In the complex world we live in there is often no perfect solution. Some roles just don’t allow you to give out free vouchers or money off. For example, when the customer is not entitled to the ...

    • Marketing segmentation, target audience, customers care, customer relationship management (CRM) and team building concepts.

      How not to make your customers “invisible”

      Have you ever arrived at a restaurant or other reception area to have people walk past you several times and you begin to wonder if you are “invisible”? It takes a split second to acknowledge someone’s ...

    • conflict management superhero

      Non-verbal communication – how to make it work for you

      Our face has a language all of its own. So has our body. We communicate not just with our voice; the tones, phrases and language we use, but with non-verbal communication as well … it’s called body langua...

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