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

• Mixed training

• Combined face-to-face and distance learning

• Room equipped with networked computer workstations

Beneficiary satisfaction is taken into account during and at the end of the training course.

For beneficiaries with disabilities: possible adaptation of training and certification procedures, support by the TH referent.

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

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

Trainers experienced in individualising learning.

Training certificate

Professional application.

Access for people with disabilities

Transport

Tramway lines 2 and 3: République-Dames station
Or Metro line 2: Joliette station

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.