Dealing with Conflict and Complaints
Publisher: Bookboon
Published: 2013
ISBN-13: 9788776816872
Table of contents: title: Sisältö; title: Preface; title: 1. Introduction; title: 1.1 Overview of the Ebook; title: 1.2 Expectations as the Root of All Conflict and Complaints; title: 1.3 General Skills Required for Dealing with Conflict and Complaints; title: 1.4 Communication Styles as Barriers to Dealing with Conflicts and Complaints; title: 1.5 Techniques for Dealing with Conflict and Complaints; title: 2. Expectations as the Root of All Conflict and Complaints; title: 2.1 Introduction; title: 2.2 What Expectations Were not Met?; title: 2.3 Using Expectations as a Tool to Prevent Conflict and Complaints; title: 2.4 Conveying the Impact of Unmet Expectations; title: 3. Basic Skills for Dealing with Conflicts and Complaints; title: 3.1 Introduction; title: 3.2 Listening Skills; title: 3.3 Effective Communication Skills; title: 3.4 Problem Solving Skills; title: 3.5 Interpersonal Skills; title: 3.6 Persuasion Skills; title: 3.7 Customer Service Skills; title: 3.8 Integrity; title: 4. Communication Styles as Barriers to Dealing with Conflicts and Complaints; title: 4.1 Introduction; title: 4.2 The Communication Styles Matrix; title: 4.3 Examples of Communication for Each Style; title: 5. Tools for Dealing with Conflict and Complaints; title: 5.1 Introduction; title: 5.2 Get to It First; title: 5.3 Silence is Golden; title: 5.4 Thank Them; title: 5.5 Empathize; title: 5.6 Brainstorming; title: 5.7 Fishbone Diagrams; title: 5.8 Applying Conflict Styles; title: 5.9 The Interest-Based Relational Approach; title: 6. Resources