Overview

This e-learning course, Managing Conflict and Resilience In Action, will equip you with vital skills for navigating difficult workplace interactions. You will learn to identify and avoid body language that can escalate conflict, ensuring your communication remains clear and constructive. The course delves into practical techniques for effectively handling challenging conversations, helping you to de-escalate tension and achieve positive outcomes. By mastering these approaches, you will be able to build stronger rapport with customers, resolve issues efficiently, and ultimately enhance your ability to avoid conflict and maintain professional composure in demanding situations.

Learning Objectives/Outcomes

• Demonstrate what body language to avoid during conversations
• Demonstrate the techniques to use to deal with challenging conversations
• Create a rapport when dealing with customers
• Avoid Conflict

Target Audience

Business