Objectives - With this training, the attendee should be able to:
- Develop interpersonal relationship skills essential to a personalized service;
- Learn how to manage in difficult situations and conflicts;
- Learn how to argue effectively and without aggression;
- Handle with complaints, enhancing the company's image;
- Acquire attitudes and behaviors to avoid blockages and leave the conflict situations;
- Develop skills for complaints management and turning them into loyalty opportunities.
Contents
- Meaning of conflict
- Types of conflicts and its dynamics
- Causes and consequences of conflicts
- Conflicts management
- The role of leaders
- Negotiating, preventing and resolving conflicts
- Complaints