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Conflict Resolution for Customer-Facing Roles
Customer Service & Contact Centre Readiness · Beginner · 12 hours
Resolve workplace and customer conflicts professionally using proven frameworks — essential in South Africa's diverse, high-pressure service environments.
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What you'll learn Understand the causes and stages of conflict Apply de-escalation and communication techniques Use structured frameworks to resolve disputes Stay professional and safe under pressure Turn conflict into improved relationships Course modules Module 1: Understanding Conflict Module 2: Emotional Awareness Module 3: De-escalation Techniques Module 4: Communication in Conflict Module 5: Resolution Frameworks Module 6: Customer Conflict Scenarios Module 7: Workplace & Team Conflict Module 8: Staying Safe & Professional Module 9: Cultural Sensitivity in SA Module 10: Learning from Conflict Module 11: Core Concepts in Depth Module 12: Common Mistakes & How to Avoid Them Module 13: Tools, Resources & Templates Module 14: Standards, Quality & Best Practice Module 15: Health, Safety & Ethics Module 16: Case Study: A South African Example Module 17: Communication & Working with Others Module 18: Staying Current & Continuing to Learn Module 19: Capstone Project Module 20: Review, Assessment & Next Steps Unlock this course for R19 on any phone. A certificate is optional (from R39).
Bluezone Institute — low-cost e-learning for South Africa. Courses unlock for R19; certificates are optional and separate. Certificates are not accredited or NQF/SAQA-registered.