Course curriculum

  • 1

    Welcome to Conflict Resolution

  • 2

    Chapter #1 Know Your Customer

    • Know Your Customer

    • Customer Complaints and Service Recovery

    • Chapter 1 Quiz

  • 3

    Chapter #2 Identify the causes of conflict

    • Causes of Conflict

  • 4

    Chapter #3 Five Steps of how to deal with conflict

    • The HEARD Method

    • HEARD Role Play

  • 5

    Chapter #4 Employee Empowerment

    • Employee Empowerment

    • The Empowerment Rubric

    • Conflict Resolution Strategies for Operations
  • 6

    Next steps

    • Congratulations!

    • More Resources For You

    • Before you go...