WorldHost™ Dealing with Conflict Training
Lydia McClelland is an Approved Training Provider (ATP) for WorldHost™ and is licensed to deliver:
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WorldHost™ Dealing with Conflict
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WorldHost™ Principles of Customer Service
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Equip your employees with the strategies and skills to manage conflicts with customers, visitors and
guests and maintain a positive and productive work environment.
Based in Northern Ireland, Lydia is available to deliver in person and virtual WorldHost™ training across the UK and Ireland.
What is WorldHost™ Dealing with Conflict?
WorldHost™ customer service training is an interactive, engaging experience for your staff, covering real-world situations. Flexible content ensures that workshops are always highly relevant allowing trainers to adapt the content to suit your organisation.
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Participants’ can quickly apply their newly acquired skills and knowledge, so your customers feel the benefits, fast. At the same time, WorldHost™ training develops participants’ transferrable skills which they will be able to utilise for the rest of their lives.
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The WorldHost ‘Dealing with Conflict’ programme will help prepare employees to manage conflict with customers, visitors and guests by providing simple strategies and universal guidance to manage interventions professionally and effectively with the aim of defusing the situation whilst providing appropriate customer solutions.
Who is WorldHost™ Dealing with Conflict Training For?
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This workshop is aimed at any staff who come into contact with and have regular interactions with customers. This can be across any sector, e.g., Retail, Tourism, Hospitality, Travel etc.​​​
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What Does WorldHost™ Dealing with Conflict Training Cover?
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What Conflict Means
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How we respond to conflict
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Recognising signs of anger
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Ways of managing and resolving conflict
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Appropriate words and actions for conflict situations
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Skills for conflict resolution
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Key phrases for conflict situations
Benefits of Dealing with Conflict Programme?
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Supports prevention of conflict, strategies to deal with conflict, anger and abuse and helps employees understand the need to manage emotions so that conflict does not take a toll on health and well being
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1 day programme that is adaptable to multiple roles, sectors or industries
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Easy to contextualise
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Participative and interactive with an applied focus on ‘active learning’
Learning Outcomes
Identify positive and negative ways in which to respond (or not) when in the heat of conflict with a
customer.
Differentiate between anger and abuse and apply strategies to minimise the escalation of a customer’s anger.
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Describe why customers complain and get annoyed.
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Recall key phrases that will deescalate, diffuse or
improve the outcomes of conversations that would
otherwise end in escalation of conflict.
Recognise signs that indicate customers are starting to get increasingly angry.
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Explain the importance of saying and doing the right thing at the right time during a challenging situation.
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Better customer experiences set organisations apart from their competitors and keep customers coming back for more. Transform your business and get the recognition you deserve by applying to become a WorldHost™â€¯Recognised Business - a ‘must-have’ badge for customer service.
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Currently this course is delivered in-house either online or in-person.
