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Conflict Handling - Level 1

Wakefield College

Wakefield City Campus, Margaret Street, Wakefield, WF1 2DH

This course is delivered at Wakefield City Campus

Email: courseinfo@wakefield.ac.uk

Telephone: 01924 789 111

Website: www.wakefield.ac.uk

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Description

Conflict situations are an integral part of any customer service work. This course will help staff to recognise, avoid and resolve conflict situations.

This knowledge-based programme will give your employees insight into managing relationships with both customers and colleagues. Employers, employees and even future employees will benefit from this development opportunity created to meet the needs of industry.

The course can also contribute towards verifiable Continuing Professional Development hours for dental nurses.

What will you be learning?

What You Will Study

*Understanding the meaning and causes of conflict
* Internal and external customer conflict
* The cost of conflict
* Resolving conflict
* Communicating effectively during conflict
* Preventing conflict through communication
* Avoiding conflict across a wide range of industry sectors

If an accredited course is not required, this outline can be customised to meet company needs.

When?

Start Date: Flexible

Duration: 4 hours (Part Time)

How is it delivered?

How You will learn

This is a very interactive course involving a PowerPoint presentation, open discussions and working in pairs or small groups.

How you will be assessed

Continuous assessment throughout the session using different questioning techniques and activities

Availability: 2017-2018

Who can do it?

Age Range: 19+

What will you be working towards?

Skills Sector: Service Enterprises

Awarding Body: Wakefield College

Type: Other Learning

Level: Level 1

Entry Requirements:

There are no specific entry qualifications other than the ability to commit to attend all training hours.

Additional Information

Lead Provider: Wakefield College

Course Contact: Course Information Team On 01924 789111

Progression:

Further Study

Please see our website for details of other courses we offer.  http://www.wakefield.ac.uk/study-with-us/business-school/retail

Career Opportunities

The course gives the spread of knowledge and understanding required by those working in a Customer Service environment. It enables students to demonstrate to employers that they have attained a good level of awareness of how to handle conflict situations.

Additional Information: View (External)