Conflict Resolution and De-escalation Skills

Course Overview

This course equips participants with essential skills to identify, manage, and resolve conflicts in contact center environments. Through real-world examples, simulations, and collaborative exercises, learners will explore common conflict triggers, de-escalation techniques, and structured methods for resolving issues effectively and professionally.

Course Details

From Mental Health in the Workplace and NPO Development to Safety and Compliance, our specialised training programmes
are designed to equip individuals and teams with essential, practical skills that drive real-world results.

Learning Outcomes

By the end of this course, participants will be able to:

  • Define conflict and its various forms in contact centers
  • Identify common triggers for conflicts in customer and colleague interactions
  • Apply active listening and the T.A.L.K. method to de-escalate tense situations
  • Utilize the A.C.E. method (Acknowledge, Clarify, Explore) for conflict resolution
  • Recognize when to escalate conflicts to managerial support
Course Modules
  • Understanding Conflict in Contact Centers
  • De-escalation Techniques
  • Collaborative Problem-Solving
  • Practical Application in Challenging Scenarios
Activities and Assessment
  • Role-play simulations and case study analysis
  • Group discussions and scenario brainstorming
  • Multiple-choice quizzes on conflict triggers
  • Performance evaluation during simulations
  • Reflection essays on lessons learned
Format and Duration
  • Online self-paced
  • Estimated duration: 8–10 hours
Target Audience
  • Customer service representatives
  • Team leaders and supervisors
  • HR professionals and operational leads in contact centers
Get in Touch

Book This Course Now!

We offer expert-led, compliant, and fully customisable training tailored to your needs. With a learner-focused approach and a proven track record across sectors, we’re your trusted partner in skills development.

Address:

10 Heron Place, Northdale, Mountview, Pietermaritzburg, South Africa, 3201

Email:

simunye.stp@gmail.com

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Phone:

+27 74 602 6715