Complaints Management and Conflict Resolution

The session provides practical examples and reliable strategies in relation to complaints management and conflict resolution.
  • Risks and benefits related to complaints management
  • Complainers – Who are they?
  • The best way to solve a problem
  • Eight steps of complaint management
  • Internal and external processes to manage complaints
  • Are conflicts inevitable?
  • Possible benefits and risks of conflict management
  • Four main styles of dealing with conflict.
  • A Conflict Resolution Process

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