Customer Service - Conflict Resolution

This lecture will discuss the definition of conflict.

This lecture will talk about functional and dysfunctional conflicts and the different levels of conflict.

This lecture will discuss the attitude, persuasion, perceptions, and assumptions of conflicts.

This lecture will talk about the different styles of conflict resolution.

This lecture will explain both the intra and inter-organizational conflicts and the intra and inter-group conflicts.

This lecture will discuss intrapersonal and interpersonal conflicts and explain the differences between task, relationship, and process.

This lecture will identify responses to conflict.

This lecture will discuss ways to resolve conflicts, namely dealing with conflicts, negotiating skills, and isolating facts.

This lecture will discuss ways to resolve conflicts, namely listening more, trying to empathize with the person, and not being defensive.

This lecture will identify the definition of one-way and two-way communication.

This lecture will talk about the barriers to communication.

This lecture will discuss the process for handling conflict, building relationships, and conflict resolution.

This lecture will talk about the impact of conflict on customers and co-workers.

This lecture will talk about the impact of conflict on employers.

This lecture will discuss conflict in organizations and the desired outcomes of conflict.

The Customer Service Intermediate Program is made up of 8 courses. For you to be eligable to sit in the official Certification exam, you need to complete 5 courses of the 8 courses to qualify to sit the Customer Service Intermediate exam and continue along the Customer Service Pathway.

All 8 Intermediate topics inlcude (in no particular order):

·Communication Strategies

·Contact Centers

·Making Decision and Assertiveness

·Delivering presentations and Public Speaking

·Conflict Resolution

·Customer Relationship Management

·Sales

·Retail

Once you've completed the 5 courses, email our exam department at exams@artofservice.com.au to purchase your exam voucher and sit your final exam. Access includes the complete Customer Service Intermediate Certification Book (which includes all 8 courses), a step-by-step procedure on how to take the final exam and how to obtain your exam certification.

We suggest that you read the complete Customer Service Intermediate Certification Book before you take the exams so that you may be able to review that chapters you did not select.

You will receive a PDF certificate through your email upon passing the examination.