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PCR 6 - Professional Customer Relations: Conflict Management and Resolution
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Course Description

This course is part of the Professional Customer Relations Soft Skills Series

4.0 CE for General, Adjuster, Accident & Sickness, and Life licenses
approximately 4 hours, $69.00 (prices may change without notice: consult the VuBiz website)

A certain amount of conflict is a normal part of the workplace. Learn to manage it, find common ground, and find conflict resolution with customers, co-workers, and those in your everyday life.

4 Required Modules

Understanding Needs and Conflict
  • The nature of conflict in relation to Abraham Maslow's theory of dynamic needs
  • Common sources of conflict, methods for dealing with hostile clients, and ways to avoid conflict situations
Dealing with Impasse: Creating Common Ground
  • The nature of impasse in client service situations
  • Communication strategies that create common ground to resolve the impasse
Client Service Processes
  • Skills and methods used to inform and educate clients concerning your organization's policies and procedures
  • How to work with others within your organization to improve the quality of your customer satisfaction by reducing conflicts
Dealing with Hostile Clients

Conflict resolution skills can be learned and improved.
Examine the stages of conflict and techniques for conflict resolution to develop new strategies for difficult situations.


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