Managing conflicts with users, customers or beneficiaries

At the end of their training course, learners will be able to:

• Identify factors of tension in the user/client relationship.
• Adopt a professional stance when faced with aggressive behaviour.
• Use communication tools to defuse a conflictual situation.
• Protect their emotional integrity while ensuring quality of service.
• Prevent conflict through clear and assertive communication.

The training consists of several modules:

Module 1: Understanding tensions in the service relationship

• The specifics of the customer/user relationship: expectations, misunderstandings, issues
• Typology of difficult behaviour: aggressiveness, passivity, hostility
• Frequent triggers for conflict (waiting time, rules, procedures, etc.)
• Identifying your own stress management style and reactions

Module 2: Techniques for defusing conflict

• Welcome and professional posture: the right reflexes
• Calming communication: active listening, reformulation, managing silence
• Expressing a refusal or a framework without triggering anger
• Role-playing situations encountered (reception, telephone, face-to-face)

Module 3: Maintaining relational quality and self-preservation

• Techniques for defusing a rise in tension
• Coping with personal attacks and remaining professional (role-play based on real-life situations)
• Preserving energy and setting limits (Toolbox: DESC and quilt techniques)
• Collective intelligence analysis of practices

• Certification of prior learning

• All audiences

None

10 people

• Fully classroom-based training

The course combines face-to-face and distance learning. Learning takes place through a mix of sessions at the centre, virtual classes, online resources and regular support from the trainer.

• Unmarked room with video projector

To help us improve the quality of our service, you can send us your suggestions or complaints using the form available on our website.

For participants with disabilities: training and certification arrangements can be adapted where necessary, with support from the disability liaison officer.

Participant satisfaction is assessed both during and at the end of the training course.

Qualified teachers, trainers with a three-year degree and significant experience in adult education, and professional practitioners.

Professional application.

Access for people with disabilities

Concrete training based on the analysis of real, experienced cases.

Development of relational and emotional skills to preserve the service relationship while protecting oneself.

1st training session, we have no Quality indicators.