What is the problem with Conflict?
Let’s jump right in.
Have you ever considered why some customers get really annoyed about a particular issue while others are absolutely fine about the same subject?
Generally, it is not the issue that causes you a problem. It is the behaviour some customers display about the issue that causes you a problem.
In turn, from the customer’s perspective, they usually say, it’s the behaviour of staff, that they don’t like!
The main problem we must manage in a conflict situation is to manage behaviour – our own and the client’s.
It is easy to get drawn into focusing on the client’s practical problem (e.g. they want an appointment NOW) and lose track of how the client is behaving and how we are behaving.
The management of behaviour is the central focus for this course. Please play the video and see how challenging behaviours play such a major part in conflict.