Whether it's a disgruntled customer who just can't be placated or employees at each others' throats, conflict resolution is one hot topic. Left unattended, the fallout from conflict grows and grows...

Do old ways of working through conflicts no longer seem to work? If so, then this workshop is for you. Conflict between customers and employees or between employee and managers leave all feeling confused, frustrated, and angry, but there are ways of achieving positive resolution of issues.

This program will discuss:

• The essential "tools" for successful communication;
• Developing "rules of engagement" for effective communication;
• Handling "surprise" negotiations and blindsiding;
• Dealing with emotions in communication;
• Fixing "mistakes": relationship repair work; and
• Learning how to listen to be heard.

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