Not all customer facing roles are the same, and sometimes dealing with the public can have its challenges, particularly when handling issues and complaints.

It is applicable to a wide range of sectors, and can be taken by anyone requiring a better understanding of how to prevent conflict from arising, or would like to feel more confident in being able to deal with challenging situations.

Topics covered:

• how communication can be used to solve problems and reduce the likelihood of conflict
• the factors that influence human responses in conflict situations
• how to assess and reduce risks in conflict situations
• how to communicate effectively and de-escalate conflict in emotive situations
• good practice to follow after conflict situations