Resolving Conflict
Field service technicians and engineers are often lone workers but often they also have to work in field service teams – particularly on installations and complex issue resolutions. Invariably they are always working in highly pressurised situations and sometimes frictions can arise as a result. In this course we explore how you as a manager can help resolve conflict should it ever arise within your team.
Course Description:
At best, workplace conflict stifles communication and productivity. At its worst, tensions escalate to aggression and bullying. That’s why it’s important to address conflict quickly.
In this course, you’ll learn common sources of discord and some typical responses to it. You’ll also discover techniques to resolve conflict, address anger, and stop abusive behavior.
Differences between teammates actually demonstrate a diversity of strengths and ideas. Learning to bridge contrasting perspectives with empathy and understanding are key to your team’s productivity and effectiveness.
In this course we cover:
- Common Causes of Conflict in the Workplace
- Understanding How People Deal With Conflict
- 6 Steps to Mediate Conflict Between Employees
- Dealing With Frustrated or Angry Employees
- A Manager’s Guide to Dealing With Abusive Behavior
- Conflict Resolution Tips and Techniques
As an FSN Service Leadership course you can expect...
- Clear, concise and digestible breakdowns of the topics that remove complexity
- Courses developed by service leaders that have real-world expertise in the course area
- An iterative approach that will build your knowledge quickly and effortlessly as you progress
- Courses that are shaped specifically for service leaders and understand the challenges you face
- Access to your course leader whenever you need it to support you during your learning journey
- Certification towards the FSN Service Leadership program - the industry's first management level certification
Your Course Leader: Kris Oldland
In his role as Editor-in-Chief, Kris speaks to senior service leaders, leading industry focused academics and key solution providers every day and distills the insights he gleans from these discussions into the industry-leading content available on Field Service News.
Prior to his career in publishing Kris was a Quality Service Manager for one of the world’s most iconic hospitality brands and has also developed extensive knowledge in sales, marketing and management across an impressive and varied career working across multiple sectors alongside some of the world’s leading organisations.
This course includes:
- Clear and easily digestible explanations of the critical elements of the topic
- Iterative steps to improve your knowledge quickly and easily
- Access to your course leader to clarify any areas of uncertainty
- FSN Service Leadership Certification
- Learn from anywhere
- Lifetime access to all materials
This course is exclusively available for FSN PRO subscribers. Sign up now and access this and over 90 FSN Education courses plus access to over 140 premium resources.
