In today’s fast-paced business environment, effective complaint handling and conflict resolution are essential skills for professionals across industries. Customers, employees, and stakeholders expect timely, respectful, and solution-oriented responses when issues arise. Poorly managed complaints can lead to dissatisfaction, reputational harm, and even financial losses, while unresolved conflicts may reduce productivity and create tension in the workplace.
The Complaint Handling & Conflict Resolution Training Course, offered by The Dubai Premier Training Centre, provides participants with practical techniques, frameworks, and strategies to address complaints and resolve disputes in a constructive manner. Through interactive sessions, case studies, and role-playing exercises, participants will learn how to remain calm under pressure, communicate effectively, and turn negative experiences into opportunities for building stronger relationships.
This training emphasizes not only the skills of active listening and empathy but also the importance of developing a systematic approach to resolving conflicts. By the end of the course, participants will be well-prepared to handle complex situations confidently and professionally, ensuring positive outcomes for both organizations and individuals.
Course Objective
Equip participants with essential techniques for handling complaints professionally.
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Build skills to analyze conflict situations and identify root causes.
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Enhance communication and negotiation abilities to achieve win-win solutions.
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Develop strategies for turning complaints into opportunities for service recovery and improvement.
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Foster a positive culture of collaboration, trust, and respect in the workplace.
Target Audience:
This course is designed for:
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Customer service representatives and support staff.
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Managers and supervisors responsible for team performance.
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HR professionals managing employee relations.
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Sales and account managers dealing with clients.
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Anyone seeking to enhance their interpersonal and conflict management skills.
Course Module
The program is structured into key modules, combining theory with practice:
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Introduction to Complaint Handling & Conflict Resolution
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Understanding the importance of effective resolution.
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The link between customer satisfaction, loyalty, and complaint management.
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Communication Skills for Conflict Management
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Active listening, empathy, and assertiveness.
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Verbal and non-verbal communication techniques.
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Complaint Handling Techniques
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A step-by-step approach to resolving customer complaints.
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Service recovery models and best practices.
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Conflict Resolution Strategies
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Identifying types and sources of conflict.
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Collaborative problem-solving and negotiation techniques.
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Managing Emotions & Stress
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Techniques for staying calm under pressure.
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Emotional intelligence in conflict resolution.
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Practical Case Studies & Role-plays
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Real-world scenarios for applied learning.
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Feedback and reflection sessions.
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