Building Resilience Training

Practical training for building resilience in customer-facing staff

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Learn techniques for effectively managing customer conflict, as well as building resilience.

A practical one-day course which develops skills for customer conflict management. It also includes building resilience training for customer-facing staff.

To introduce practical conflict resolution and personal resilience techniques and strategies that team members can effectively utilise, when managing customer conflict situations in the workplace.

We also offer a separate one-day conflict resolution course for managers and team leaders.

See course overview

This conflict and resilience training equips staff in customer-facing roles with the skills, knowledge and confidence to effectively respond to customer conflict, including aggressive or intimidating behaviour. The course is suitable for face-to-face or telephone based customer service or sales staff.

Course objectives

By the end of this one-day training course, the participants will have:

  • Defined confrontation and their role in preventing and managing conflict in the workplace.
  • Recognised their preferred approach when faced with conflict and adopt alternative strategies to resolve it.
  • Understood the relationship between thoughts and behaviours and managed their thoughts to remain positive and confident.
  • Demonstrated how to handle challenging customer situations in a positive, assertive and empathetic manner.
  • Developed their own toolkit for managing stress and maintaining resilience.

See course overview

Thomas Kilmann conflict styles

  • Understanding different styles and responses to conflict
  • Recognising your own preferred way of dealing with conflict
  • Identifying the impact of different conflict styles
  • Presentation, individual questionnaire and reflection, small group exercise and review

Understanding and managing thoughts and beliefs

  • Beliefs and behaviours
  • Self-talk
  • Applying to conflict, confidence and stress
  • Facilitator tips, discussion with practical exercise

Preventing and managing conflict

  • Controlling the challenging customer situations with assertiveness and empathy
  • Demonstration, facilitator tips and practice sessions

Developing a stress and resilience toolkit

  • An introduction to stress awareness
  • Review of current coping strategies and sharing best practice
  • Techniques to use before, during and after the customer conversation
  • Team support and positivity – maintaining a positive atmosphere while working in a negative ‘environment’

Practice sessions

  • Testing out the use of current and new strategies
  • Practice sessions in pairs or trios, facilitated group review

Action planning and reflection

  • Review of learning and action planning, course feedback
  • Individual reflection and action planning exercise, facilitated group review

The training will be supported with:

  • An optional participant pre-course questionnaire and/or pre-course reading to prepare for the training
  • A colour printed workbook with tips, techniques and space for personal notes

Check pricing

Conflict and resilience training - UK pricing

Use the button below to download our latest price list (PDF)...

Price List

Testimonials from previous attendees

CONTACT US TODAY

Complete our contact form and we’ll be in touch shortly, or phone between 9:00 and 17:00 Monday to Friday.

If you prefer, you can email us your enquiry.

    Minimum No. of Course Participants is 3, read why

    Course Type*

    Unsure Virtual Face to Face

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