Dealing with Conflict and Complaints

Not many people like to deal with conflict, do you?
Perhaps it’s the difference of opinion or if someone is getting aggressive towards you, but it’s not a pleasant experience.
In this textbook you’ll learn the key skills and the techniques to handle conflict and complaints in many different ways. From dealing with the direct and outright abusive person through to the calculated “I want to be right at all costs” person, you’ll learn the communication and soft skills to deal with all situations where conflict arises.

Website:
www.m-t-d.co.uk

Preface

1. Introduction
1.1 Overview of the Ebook
1.2 Expectations as the Root of All Conflict and Complaints
1.3 General Skills Required for Dealing with Conflict and Complaints
1.4 Communication Styles as Barriers to Dealing with Conflicts and Complaints
1.5 Techniques for Dealing with Conflict and Complaints

2. Expectations as the Root of All Conflict and Complaints
2.1 Introduction
2.2 What Expectations Were not Met?
2.3 Using Expectations as a Tool to Prevent Conflict and Complaints
2.4 Conveying the Impact of Unmet Expectations

3. Basic Skills for Dealing with Conflicts and Complaints
3.1 Introduction
3.2 Listening Skills
3.3 Effective Communication Skills
3.4 Problem Solving Skills
3.5 Interpersonal Skills
3.6 Persuasion Skills
3.7 Customer Service Skills
3.8 Integrity

4. Communication Styles as Barriers to Dealing with Conflicts and Complaints
4.1 Introduction
4.2 The Communication Styles Matrix
4.3 Examples of Communication for Each Style

5. Tools for Dealing with Conflict and Complaints
5.1 Introduction
5.2 Get to It First
5.3 Silence is Golden
5.4 Thank Them
5.5 Empathize
5.6 Brainstorming
5.7 Fishbone Diagrams
5.8 Applying Conflict Styles
5.9 The Interest-Based Relational Approach

6. Resources