Handling conflict in the contact center

Introduction

Conflict Resolution Training for Contact Centers

Effective communication is essential in managing relationships and resolving challenges. This conflict resolution training is designed to build the confidence and skills needed to handle difficult situations, de-escalate tension, and prevent miscommunication—especially in high-pressure, emotionally charged environments.

Through this workshop, participants will enhance their ability to navigate conflicts and improve interactions with both customers and colleagues.

Who should attend?

This course is valuable for employees at all levels, especially those in customer-facing roles or managing teams. It is particularly beneficial for complaint-handling teams who regularly navigate challenging conversations and aim to resolve conflicts effectively and professionally.

Benefits to your business

• Effectively addressing and resolving conflict can increase customer retention, loyalty and brand awareness
• Skilled contact center agents avoid and resolve conflicts in the early stages of a call, before they interfere with the relationship between the business and the customer
• Employees who know how to handle conflict can work more efficiently due to their increased problem-solving skills and skillful handling of situations. They are less likely to escalate disagreements, allowing for increased rates of first-call resolution
• Agents who can communicate and resolve conflict in a professional, respectful manner can create strengthened relationships. This gives the benefit of more collaborative working internally – and crucially, improved customer interactions and satisfaction levels
• By training your employees how to handle conflict on their own, the overall tension decreases, facilitating a better working environment and increasing efficiency of call flow
• Conflict resolution skills allow people to move beyond their own emotions and opinions, encouraging a deeper understanding of situations and consideration for other possible solutions

Learning outcomes

By the end of the workshop you will be able to:

• Recognize some of the causes of workplace conflicts
• Understand how differences in communication styles can increase tension in customer situations
• Develop levels of listening and tools for better communication
• Identify different communication styles and preferences
• Develop assertiveness techniques for managing tough conversations
• Identify and de-escalate problems that occur due to miscommunication
• Develop strategies for self-care to diffuse situations – PACR