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

8 people

• Fully classroom-based training

The training course takes place in person at the centre, which provides the ideal setting for building group dynamics, encouraging interactive discussions between trainees and making use of professional equipment.

• Unmarked room with video projector

Taking into account the satisfaction of participants both during and at the end of the training course.

Possibility of post-training support.

Interviews and remedial action with the educational advisor and/or the company liaison officer during the training course.

Assessment prior to the start of the training programme.

Education Nationale certified teachers, Bac +3 trainers with significant experience in adult education, professional lecturers.

Professional application.

Access for people with disabilities

Transport

Bus stop nearby in Briançon's southern shopping area

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

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