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Course Description

This course equips professionals with practical strategies for de-escalating customer complaints and resolving interpersonal workplace conflicts. Participants learn structured frameworks for active listening, emotional regulation, and collaborative problem-solving. By the end of the program, attendees gain the confidence to turn high-tension situations into constructive outcomes.

Course Objectives

  • Identify the root causes of customer complaints and workplace conflicts​
  • Apply active listening and empathy techniques to de-escalate emotional situations
  • Develop structured response strategies for difficult conversations
  • Analyze conflict dynamics to select appropriate resolution approaches
  • Implement collaborative negotiation tactics for win-win outcomes
  • Design a personal action plan for managing future conflict scenarios

Who Should Attend?

Customer service representatives, team leads, project managers, and operational staff who regularly handle customer grievances and internal disputes.

Course Agenda

Day 1 – Foundations of Conflict and Complaint Management

  • Psychology of conflict and emotional triggers​
  • The impact of unresolved grievances on business operations
  • Active listening and verbal de-escalation techniques
  • Identifying customer pain points and communication styles
  • Hands-on: Role-play simulation practicing active listening and de-escalation scripts with irate customers.

Day 2 – Advanced Resolution Strategies and De-escalation

  • Frameworks for turning complaints into loyalty opportunities
  • Negotiation principles for workplace disputes
  • Managing personal stress and emotional triggers during high-stakes talks
  • Assertive communication without aggression
  • Hands-on: Small group case study analysis solving complex multi-party workplace disputes.
Day 3 – Prevention, Systems, and Action Planning
  • Establishing feedback loops to prevent recurring complaints
  • Creating departmental conflict resolution guidelines
  • Open Q&A and troubleshooting persistent workplace challenges
  • Developing individual and team action plans
  • Hands-on: Drafting an individual conflict management action plan and presenting it for peer review.

Assessment Methodology

All courses conducted by EdTech will begin with a Pre-evaluation and end with a Post-evaluation. The instructor will evaluate the knowledge and skills of the participants according to the feedback given by participants. This will help to recognize the benefits and the level of knowledge gained by participants through the course.

Training Methodology

Facilitated by a highly qualified specialist, who has extensive knowledge and experience; this program will be conducted using extensively interactive methods, encouraging participants to share their own experiences and apply the program material to real-life work situations in order to stimulate group discussions and improve the efficiency of the subject coverage.

Percentages of the total course hour classification are:

  • ​40% Theoretical lectures, Concepts and approach
  • 20% Motivation to develop individual skill and Techniques
  • 20% Case Studies and Practical Exercises
  • 20% Topic General Discussions and interaction

Course Manual

Participants will be provided with comprehensive presentation material as reference manual. This presentation material is a compilation of core valuable information, references, presentation methods and inspiring reading which will be used as a part of the material guide.

Course Certificate

At the completion of the course, all participants who successfully accomplished the required contact hours will receive an EdTech Training Participation Certificate as a testimony to their commitment to professional development and further education.

Why Edtech ?

  • Industry Experienced; Internationally Qualified Trainers
  • Hands-on Practical Sessions & Assignments
  • Intensive Study materials
  • Flexible Schedules
  • Realistic training methodology
  • High-Quality Training in Affordable Course Fees
  • Achievement Certificate, as approved by the Ministry of Education (Abu Dhabi Center for Technical and Vocational Education Training - ACTVET), HABC, AWS, IAOSHE, SHRM, etc.