Course Content

• Understanding Conflict: Understand the definition of conflict, the importance of exceptional customer service and different conflict styles.
• Conflict Management: Strategies for achieving win-win outcomes in conflicts and developing essential conflict resolution skills.
• Conflict Resolution Process: Learn steps to follow in diffusing heightened emotions and the framework for resolving conflicts effectively.
• Self-Awareness: Understanding the impact of one's conflict style on a situation and shifting conflict styles to achieve positive outcomes.
• Effective Communication Techniques: The art of active listening and empathetic communication, uncovering underlying concerns and validating emotions and turning confrontations into productive discussions.
• Conflict Styles: Explanation of the five conflict styles and when each style is appropriate for resolving complaints and conflicts.
• Turning Challenges into Opportunities: Converting disgruntled customers into loyal brand advocates and strategies for resolving conflicts and surprising customers positively.
• Boosting Team Morale: The relationship between well-trained teams and confident teams and improved customer interactions leading to increased satisfaction and positive word of mouth.

Course Fee

$99 per person including GST

*This course fee is subsidised by grant funding from the Tasmanian Government. 

Enrolment Process

1. Online: Available by clicking the Enrol Now button next to each course date. The online process will provide three options for payment (invoice, secure credit card or tentative enrolment).
2. Email: email coures@vxt.org.au with your full name, date of birth, phone number and preferred training date
3. Telephone: Call the team on 03 6387 7244 to register over the phone.

Enrolment Terms

1. Payment of course fees (or deposit) is required to confirm enrolment and to hold a position.
2. Cancellations up to 10 working days before the scheduled date will be accepted without penalty. Cancellations less than 10 working days may be subject to a 100% cancellation fee.
3. VXT reserves the right to cancel the course 10 working days before the scheduled date if insufficient registrations are received. Any fees paid for cancelled courses will be refunded in full.
4. Click here for the full fees and payment policy.

To request an Onsite course at your venue or location, please complete the details below and our General Manager Strategic and Industry Partnerships will be in touch to discuss your requirements