Causes and triggers

Video 10 of 25
2 min 5 sec
Want to watch this video? Sign up for the course or enter your email below to watch one free video.

Unlock This Video Now for FREE

This video is normally available to paying customers.
You may unlock this video for FREE. Enter your email address for instant access AND to receive ongoing updates and special discounts related to this topic.

Understanding and Managing Conflict: Reasons, Causes, and De-Escalation

Exploring Conflict Dynamics

Recognizing Key Factors: Analyzing potential Reasons, Causes, Triggers, and Inhibitions to prevent violent or aggressive behaviour.

Importance of Addressing: Properly handling conflict is crucial to avoid unsafe or dangerous situations.

Identifying Root Causes

Unraveling the Trigger: Investigate what prompts individuals to escalate or behave aggressively.

Common Catalysts: Factors like communication breakdown, unreturned calls, prolonged waiting, staff attitude, and conflicting information contribute to conflicts.

Effective Customer Interaction

Impact of Attitude: Understanding the attitude cycle and how it influences conflict outcomes.

Representing the Company: As a company representative, your behaviour shapes initial impressions and sets the tone for resolution.

Listening and Empathy: Acknowledge and address customer expectations, showing empathy and attentive communication.

Continuity of Customer Experience

Post-Negative Interaction: Recognize your role in managing dissatisfaction stemming from previous poor experiences.

Transparency in Explanation: Clearly explain company procedures and decisions to help customers understand and accept outcomes.

Dealing with Disappointment

Calm and Continuous Assessment: Approach dissatisfied individuals with composure, constantly evaluating the situation.

Prioritize Safety: Ensure personal safety and awareness of assistance and exit options.