Front Line Service Series: Handling Conflicts

Title	Front Line Service Series: Handling Conflicts
Course code	MG70.2-03-2025-C
Objective	Upon completion, participants will be able to enhance their understanding of the sources of conflicts with customers, and learn practical conflict-handling techniques.
Content	Meaning and Causes of Conflict Internal and External Customer Conflict The Cost of Conflict Handling Conflict Communicating Effectively during Conflict Preventing Conflict through Communication Avoiding Conflict
Assessment	In-class exercises, role play and assignments
Target audience	Specially designed for front line staff in the field of customer service, as well as individuals who wish to enhance their understanding of customer service and communication skills.
Prerequisite	Nil, priority will be given to those currently working in the field of customer service.
Class size	20
Instructor	CPTTM Appointed Instructor(s)
Instruction language	Cantonese
Handout language	Handouts in Chinese (traditional)
Duration	Lesson 1-6: 16.5 hours in 6 sessions Lesson 7: 1.5 hours in 1 sessions Total: 18 hours in 7 sessions
Schedule	Lesson 1-6: 19:00-21:45, from Mar 31, 2025 to Apr 28, 2025 every Monday, Wednesday, excluding Apr 14, 2025(Monday), Apr 16, 2025(Wednesday), Apr 21, 2025(Monday). Lesson 7: 19:00-20:30, Apr 30, 2025 (Wednesday).
Fee	MOP1,100
Venue	CPTTM Head Office (Rua de Xangai 175, Edf. ACM 7 Andar, Macau)
Certificate	Certificate of Completion/Merit issued by CPTTM (with at least 80% attendance and passed the assessment).
PDAC code	Approved Course under the SAR Government "Continuing Education Development Program", Code: 2407080090-0