Duration

This is a tutor led course which runs over 1 day. This can berun as an in house or open course.

Course Profile

This vocationally related qualification is certificated by The Hospitality Awarding Body. More than straightforward customer care, this course centres on specific examples of typical conflict situations. Delegates learn key techniques for evaluating conflict situations and and alternative solutions.

This course can be run with 4 to 15 delegates.

Target Audience

All ‘front line’ staff and manager which interact with internal and/or external customers.

Benefits

This is a highly interactive programme that focuses on the skills of dealing with difficult situations, over and above customer service expectations. Particularly drawing on previous experiences, delegates have the opportunity to discuss and reflect on alternative solutions. This invariably adds to each delegate's ‘toolbox’ of methods for handling difficult conflict circumstances, whether internal or external to the organisation.

Course Content

• Understand the theories of conflict
• Resolution of conflict
• Effective communication skill in conflict situations
• How to prevent conflict
• Test

Programme Support

All delegates will receive a comprehensive workbook of handouts and exercises plus a certificate from HAB.