Many people prefer to carry out duties or support duties than minimize human contact, because they are more comfortable dealing with ideas, tools or routine work than people. But it turns out that an office environment is full of people, and where people work together, frictions and conflicts arise. This work is complicated because sometimes you are not the cause of the complaint, nor are you skilled to control the conflict from getting out of hand.
Usually, in our work environment, we await the right person to handle these matters. If external clients cause the complaint of crises we simply pass the buck to the person with the authority or empowerment handle the matter. However, as a customer, we demand to be given appropriate assistance at the first contact point. And if escalated we require the relevant person (s) in charge to provide possible and appropriate solutions. In real life, we all never take to complaints very positively.
At first gut feel is to react towards the person, who is complaining. It is human nature to respond and react. IN A WORK ENVIRONMENT WE MUST LEARN HOW TO RESPOND PROFESSIONALLY!
Resolution Owner – Handle Complaints and Conflicts Professionally programme is designed to first clarify and understand the roles and responsibilities at work and within these boundaries deliver excellent service to our customers. This fun filled, workshop methodology will enable participants to reflect upon their own responsiveness in conflicting or complaint situations. They will then realize what made the difference in coming out of the situation successful. The numerous pair and group work they will enable them to practice becoming Resolution Owners.