Course Description

Conflict Resolution is designed to teach critical and effective ways to manage conflict not only in property claims but within the place of work and business. This class was designed to isolate the 4 types of conflict working with strategies to create a specified resolution process that can assist with meeting customer and insurer expectations.

This intensive training focuses on how to say no, how to engage a customer in a time of conflict to keep them on board, strategies for effective, efficient and timely management of the customer experience using comprehensive classroom training, to facilitate appropriate decision making within a property mitigation or restoration claim.

Course Curriculum

  • 01

    Workbook

    • Conflict Resolution Workbook
  • 02

    Module 1: What is Conflict?

    • Lesson 1 - Conflict Defined

    • Lesson 2 - Indicators of Conflict

    • Module 1: Sum It Up!
  • 03

    Module 2: Managing Conflict

    • Lesson 1 - Managing Conflict in a Business

    • Lesson 2 - Managing Conflict with Customers

    • Module 2: Sum It Up!
  • 04

    Module 3: Styles of Conflict

    • Lesson 1 - Ways to Manage Conflict

    • Lesson 2 - Collaboration Style

    • Lesson 3 - Accommodative Style

    • Lesson 4 - Compromising Style

    • Lesson 5 - Avoidance Style

    • Lesson 6 - Competing Style

    • Module 3: Sum It Up
  • 05

    Module 4: Resolving Conflict

    • Lesson 1 - Now What?

    • Module 4: Sum It Up