Those Famous Last Words! - Conflict Resolution Skills as part of Organizations Risk Management Strategy

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Presented at ASIS 2013 by

Totti Karpela

Difficult customers, internal employee conflicts, receiving claims from unhappy customers, dealing with indivuals who are aggressive or passive-aggressive, crisis intervention skills for extreme situations and advanced communication skills for management for the everyday conflicts. Do you feel that your staff could handle difficult customers in a more professional and smoother way? Do you get agitated when you have to speak to an individual who is reluctant to listen and has a strong prejudice towards you? Do you feel that you are loosing customers or valuable employees due to poor or insufficient communication skills training? Are you sometimes afraid or intimidated to talk to an individual who seems to be overly aggressive in his demeanor? The presentation will cover these issues and many more in a inter-active training session. In this lecture we will go through several real-life cases, audio clips, videos, newspaper articles that will provide the participants with an insight to a broad variety of cases and case management strategies. The topics covered are: Typical communication failures Why do customers get angry in the first place? Why do we, the professionals in customer service get angry? How to respond professionally to unpleasant behavior? Cut-off signals and other non-verbal communication skills. How do I create voluntary compliance with individuals who do not wish to comply? Verbal de-escalation techniques.