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- kontakt@forebygkonflikt.dk
- We help throughout Denmark, EU & North America
How to communicate to different types of citizens in a targeted way to avoid conflict
To provide a good service over the phone and create a good experience for both yourself and the citizen, you need to have a good understanding of behavioral and reaction patterns, as well as be sharp at conversation management and constructive handling of conflicts and challenges.
This course is for those of you who need to strengthen your skills, or refresh your knowledge, in telephone counseling so you can create a safe, comfortable and solution-oriented experience for the customer every time.
One of the things that sets us apart as humans is our different behavioral patterns and defense mechanisms. Our defense mechanisms are at play in our daily lives and unfold in every conceivable situation, and naturally more so when we experience an escalating conflict. We use these mechanisms to explain and defend our positions, actions and feelings. And when we don't feel met, understood and heard, we try to make ourselves clearer to the recipient - and then the conflict starts. By becoming more aware of our own and others' defense mechanisms, we better understand how conflicts arise and find it easier to understand and tolerate people's motives. In this way, we can more easily de-escalate a conflict and decode what the citizen really means by what they say and do.
What you get in the Authority with Kindness course
You get:
Frontline staff and other employees in public institutions with telephone advice and guidance for citizens/users.
Format
We have developed a course that introduces you to practical approaches that can easily and clearly be used as a conversation and process tool for the telephone counseling conversation with the citizen. This course is available both as a day course see more here or as a course over 5 sessions - see more here.
The course alternates between presentations, dialog and sparring. The tools and methods used in the course are based on theoretical evidence and practical experience and are designed specifically for frontline work.
We target form and communication to your needs within Conflict management over the phone
When we teach, we always focus on ensuring that the form, content and case examples are practical and relevant. We also make sure that the form of the training is adapted to the participants' skill level and learning culture. This includes the way we work with your cases, so that everyone is involved and feels comfortable in the training. At the same time, we focus on ensuring that the training is challenging enough to contribute new, constructive perspectives on what is important to you.
We include the participants' own perspectives, experiences and lessons learned. This ensures that the individual gets the opportunity for concrete feedback and sparring based on the necessary tools and methods.
Course at your convenience!
Our approach and experience is that conflict can be used to create an even better starting point for collaboration, well-being, development and change.
