A 360-degree solution and service, helping Sales Leaders optimise lead generation and sales results


Dealing with Conflict and Assertiveness 

0.5 day course or 1 day course (In House)

(discount for multiple people or multiple course packages, ask about our customised In House programmes) 

What job roles is this course suitable for?
  • Sales
  • Customer Services
  • Anyone who is involved with interactions with internal or external people as part of a process or task
Learning objectives and expected outcomes
  • Enhance or learn new skills to achieve great customer experiences
  • Develop good relationships through using a structured and proven process for dealing with problems and queries
  • Improve customer loyalty and recommendations
  • Devise solutions and approaches to deal with common situations that create problems or customer dissatisfaction

Course content includes

  • The Conflict Management model, what approach to use and when to minimise conflict whilst also achieving your objectives
  • The process to follow when dealing with aggressive people (face to face, email and phone)
  • Definition of assertiveness and why it is very effective
  • Assertiveness skills- the different approaches and when to use them
  • How to say NO nicely or push back when needed
  • How to maintain rapport during conflict or difficult situations
  • How to deal with problems that involve multiple people
Wide range of open courses start from £249 +vat per person. Contact us for more information or to book a course
Preferential rates for multiple delegates.In House customised programmes could be more cost effective and beneficial for multiple delegates.

Enhance performance, confidence, skills and
get results!

Don’t take our word for it; view some of our client references, case studies and projects to see what benefits and results they have gained from our training courses and services
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