Full course description
Location In-Person in TGH-USF PDI Building, Rm 122 (Front Classroom)
Prerequisite None
Full Schedule 10/14/2024 from (9:00 am - 12:00 pm) EST
Facilitator Sabrina Rice
Description As the level of anger and confrontation within our society increases, learn how to manage the conflict in a safe, effective manner which allows for a successful collaborative relationship with your customer. This fast-paced, tactical and practical course will provide you with a combination of evidence based best practices and standardized approaches to resolution which will recover the trust which is so key to our relationships.
Learning Objectives As a result of attending this session, you should be able to:
- Identify primary causes of conflict
- Recognize early signs of dissatisfaction
- Demonstrate proactive de-escalation techniques
- Practice compassionate limit setting language
- Recognize situations requiring escalation and interventions