Course curriculum

  • 01

    Welcome to the Course

    • Welcome to the Conflict Management Course

    • Pre-Course Survey

    • Academy Orientation (optional)

    • Introduction
  • 02

    What is Customer Service and the Client-Centric Approach?

    • What is customer service?

    • The Client-Centric Approach
  • 03

    Conflcit Management Defined and The Conflict Management Strategy

    • What is conflict?

    • The Conflict Management Strategy
  • 04

    Communication and De-escalation Skills That Work!

    • Communication Skills

    • De-escalataion strategies
  • 05

    Course Conclusion

    • Course Conclusion

    • Feedback Survey