Conflict Resolution Training
Definition
Process
Skills
Examples
Definition:
Conflict resolution is the process by which two or more parties reach a peaceful resolution to a dispute. On the helpdesk this happens all the time without even realizing it. This training will focus on difficult conversations, angry clients and how to get to a desirable outcome for both parties.
Definition
Process
Skills
Examples
Discussion:
Why were they difficult?
What did you do to deal with the difficult caller?
What are some of the difficult people you’ve had to deal with?
Process:
1. Recognition the problem
Definition
2. Agree to find a solution
Process
3. Show effort to understand their perspective
Skills
4. Recognize triggers from the client (tone of voice, speed in talking etc.)
Examples
5. Willingness to compromise on both sides
6. Agreement on a plan
7. Take responsibility and follow up with the outcome
Skills:
Assertiveness
Asking questions
Definition
Process
Active listening
Skills
Empathy
Examples
Paraphrasing
Patience
Focus on what you can do
Examples:
Assertiveness
Asking questions
Definition
Process
Active listening
Skills
Empathy
Examples
Paraphrasing
Patience
Focus on what you can do
"Make It You and Me Against the Problem"
How to respond:
"I've called you five times, no one has had an answer. Everyone says we will take your details and someone will look at it"
Which is the best answer?
"I'm sorry that you've not had an answer yet, I will chase the third party to find out what is happening and see if I can get an update for you."
"Sorry, I can't answer your query as I'm not on that team, I'll put an update on your call to let the team know you are chasing."
How to respond:
"I've called you five times, no one has had an answer. Everyone says we will take your details and someone will look at it"
Which is the best answer?
"I'm sorry that you've not had an answer yet, I will chase the third party to find out what is happening and see if I can get an update for you."
"Sorry, I can't answer your query as I'm not on that team, I'll put an update on your call to let the team know you are chasing."
How to respond:
"Can you put me through to someone who knows or can do this?"
Which is the best answer?
"Your issue has been passed to the relevant team as this issue needs further investigation. They are all on calls at the moment, so I speak to the team for an update and come back to you"
"I'm afraid no one from that team is available at the moment. If I can take your details and ask them to call you back"
How to respond:
"I want to speak to a Manager"
Which is the best answer?
"Of course, could I just ask you name and what the issue is first? I'll need to let my Manager know but I may also be able to help"
"Yes, one moment please"
Report abuse:
Unfortunately we experience negative phone calls and abuse on the phone, even though we try our best. If you ever feel uncomfortable during a phone call or if someone is talking to you in a way they shouldn't: please report this to your SDL and/or Lewis. Be aware that Retail Assist does not tolerate any form of abuse from our clients. Clients who are rude, swearing on the phone, petronizing, hanging up the phone on you and are inappropriate in any other way are simply unacceptable. Write down their phone number, their location, the date and time and report this to your SDL.
Conflict Resolution Training
development
Created on March 22, 2022
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Transcript
Conflict Resolution Training
Definition
Process
Skills
Examples
Definition:
Conflict resolution is the process by which two or more parties reach a peaceful resolution to a dispute. On the helpdesk this happens all the time without even realizing it. This training will focus on difficult conversations, angry clients and how to get to a desirable outcome for both parties.
Definition
Process
Skills
Examples
Discussion:
Why were they difficult? What did you do to deal with the difficult caller?
What are some of the difficult people you’ve had to deal with?
Process:
1. Recognition the problem
Definition
2. Agree to find a solution
Process
3. Show effort to understand their perspective
Skills
4. Recognize triggers from the client (tone of voice, speed in talking etc.)
Examples
5. Willingness to compromise on both sides
6. Agreement on a plan
7. Take responsibility and follow up with the outcome
Skills:
Assertiveness
Asking questions
Definition
Process
Active listening
Skills
Empathy
Examples
Paraphrasing
Patience
Focus on what you can do
Examples:
Assertiveness
Asking questions
Definition
Process
Active listening
Skills
Empathy
Examples
Paraphrasing
Patience
Focus on what you can do
"Make It You and Me Against the Problem"
How to respond:
"I've called you five times, no one has had an answer. Everyone says we will take your details and someone will look at it"
Which is the best answer?
"I'm sorry that you've not had an answer yet, I will chase the third party to find out what is happening and see if I can get an update for you."
"Sorry, I can't answer your query as I'm not on that team, I'll put an update on your call to let the team know you are chasing."
How to respond:
"I've called you five times, no one has had an answer. Everyone says we will take your details and someone will look at it"
Which is the best answer?
"I'm sorry that you've not had an answer yet, I will chase the third party to find out what is happening and see if I can get an update for you."
"Sorry, I can't answer your query as I'm not on that team, I'll put an update on your call to let the team know you are chasing."
How to respond:
"Can you put me through to someone who knows or can do this?"
Which is the best answer?
"Your issue has been passed to the relevant team as this issue needs further investigation. They are all on calls at the moment, so I speak to the team for an update and come back to you"
"I'm afraid no one from that team is available at the moment. If I can take your details and ask them to call you back"
How to respond:
"I want to speak to a Manager"
Which is the best answer?
"Of course, could I just ask you name and what the issue is first? I'll need to let my Manager know but I may also be able to help"
"Yes, one moment please"
Report abuse:
Unfortunately we experience negative phone calls and abuse on the phone, even though we try our best. If you ever feel uncomfortable during a phone call or if someone is talking to you in a way they shouldn't: please report this to your SDL and/or Lewis. Be aware that Retail Assist does not tolerate any form of abuse from our clients. Clients who are rude, swearing on the phone, petronizing, hanging up the phone on you and are inappropriate in any other way are simply unacceptable. Write down their phone number, their location, the date and time and report this to your SDL.