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Front Line Service Series: Handling Conflicts

Title Front Line Service Series: Handling Conflicts
Course code MG70.2-04-2021-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. In addition, participants should also be ready to take the "HAB International Introductory Award in Conflict Handling (8414-74)" exam offered by City & Guilds (to be conducted in Chinese).
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 Apr 8, 2021 to Apr 27, 2021 every Tuesday, Thursday.
  • Lesson 7: 19:00-20:30, Apr 29, 2021 (Thursday).
Fee MOP1,030
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: 2010140245-0
Remark
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