Preventing and Managing Conflicts with Customers and Throughout the Internal Chain of Service

The purpose of this program is to provide all YOUR COMPANY service providers an understanding of the importance of effective interpersonal relationships with coworkers as foundation for a strong internal chain of customer service. As a part of this program you will develop an understanding of differences in communication style (SOCIAL STYLE). You will learn about four basic communication styles, their strengths and potential blind spots. You will also learn about the general preferences of each style, and how to adapt your own style to that of others to improve working relationships. Emphasis is placed on Customer Service Applications.

Conflict will be discussed as an inevitable aspect of working with others. After completing an assessment instrument, you will become aware of your tendencies for approaching conflict. During group discussions and hands-on activities, you will learn how different methods of handling conflict are appropriate in different situations. You will also learn how to effectively raise issues and how to respond to issues raised by others. Self-management skills will be emphasized and a skill practice will teach you how to handle difficult behaviors that may be exhibited during conflict.

This program includes training on the topic of Understanding and Working with Communication Style Differences (Different Personalities).


After completing this module participants should be able to:

  • Recognize how interpersonal style differences impact how people work together
  • Differentiate four basic communication styles that exist amongst people
  • Recognize verbal, vocal and visual clues to identify communication styles
  • Recognize the strengths and potential blind spots of each communication style
  • Demonstrate an understanding of differences in style expectations/preferences
  • Adapt their behavior to deal more effectively with different styles of people
  • Explain the inevitability of conflict at work; differentiate between productive and unproductive conflict
  • Identify various ways to prevent unnecessary and unproductive conflict
  • Describe and differentiate five different modes for dealing with conflict and match each mode to appropriate circumstances for use
  • Demonstrate how to effectively raise an issue with someone
  • Demonstrate active listening skills necessary to discuss issues/work through conflicts
  • Effectively respond to defense mechanisms people may exhibit when dealing with conflict – confrontational (fight) behavior and non-confrontational (flight) behavior
  • Demonstrate self-management skills when dealing with conflict
  • Conduct a collaborative discussion to resolve an issue once it has been raised