Effective Conflict Management for Customer-Facing Employees

Customer-facing employees know first-hand the importance of managing interpersonal relationships, given they interact with people daily. These employees need skills that will empower them to handle challenging situations with others at work. That is why training customer-facing employees skills to manage conflict is imperative. Participants will receive instruction and then have and an opportunity to test their knowledge through worksheets, quizzes, and demonstrations.

Session 1: Master the Art of Listening (2 hours).

This is a two-session training. Upon completion of the first session, participants will learn the following skills:

• How to listen to complaints
• How to listen to those who hold different beliefs than their own
• How to listen to build trust and common ground
• How to recognize and eliminate listening barriers
• How to master active listening techniques such as clarifying and acknowledging
• How to determine listening boundaries
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Session 2: Communicating Calmly and Confidently (2 hours).

Upon completion of the second session, participants will learn the following skills:

• How to frame dialogue in ways that are conducive to cooperation
• How to participate in more productive conversations with those who hold different perspectives from their own
• How to manage emotions during difficult conversations
• How to speak up without offending others.
• How to deal with difficult personalities.
• How to de-escalate heated conversations.

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