Service Skills

It can be tough to know the right thing to say in a conflict situation to get the best outcome. In this course, Human Resources expert Hugh Murray shares the proven skills and techniques needed to help defuse and resolve workplace conflict situations. The goal of this series is to present learners with various workplace conflict communications challenges and help them to develop positive methods to respond to each.

What do you do when a colleague you respect suddenly displays lower standards than you expected? Knowing whether to say something, when to say it, and how to say it is the key. The goal of this "What to say when..." course is to identify the technique required to regain or maintain control of the very challenging situation when a coworker asks you to do something unethical.

Understand the ethical implications of certain requests from coworkers. 


You’re Asked to Compromise Your Ethics

Disagreement in the workplace isn’t necessarily a bad thing. It tests our ideas, helps raise our game, and can lead to better outcomes. Getting people to explain their ideas is the key to resolving disagreements. The goal of this "What to say when..." course is to provide healthy techniques for dealing with disagreement and enabling a positive outcome from the situation.

Learn the proper techniques for dealing with disagreement so that a positive result will emerge.

Someone Disagrees With You

Feeling like your hard work is being recognised can be disheartening. If this is the case, you should ask for feedback to ensure that the work you’re doing is properly aligned with the expectations of your boss and the organization. The goal of this "What to say when..." course is to provide techniques to obtain constructive feedback about your performance when it isn’t forthcoming.

Learn the techniques to obtain constructive feedback about your performance when it isn’t forthcoming.

Your Boss Doesn’t Notice Your Contributions

While it may seem natural to point the finger when someone else screws up, it doesn’t work. It's more effective to focus your attention away from shifting the blame and get to work on solving the problem. The goal of this "What to say when..." course is to emphasize the importance of finding solutions to problems rather than assigning blame.

Understand that assigning blame for something is never successful and is a waste of time. 


It’s Someone Else’s Fault

It’s never pleasant to face criticism at work, but some criticism is inevitable. Knowing how to handle such a situation makes all the difference in your personal growth and development. The goal of this "What to say when..." course is to provide the employee with an easy three-step process for dealing with criticism that will help defuse the emotion so you can focus on the facts.

Understand the ability to keep cool when facing personal criticism. 


Someone Criticizes You

What do you say when someone isn’t pulling their weight? Knowing why a person is behaving this way is the first step to resolving the problem.This module shows you how to use specific examples of uncooperative behavior to guide the team member to a constructive discussion. The goal of this "What to say when..." course is to make clear that anytime someone is being uncooperative they will have a reason, and following the proper steps to uncover the reason is the key to resolving the problem.

Understand the process to evaluate whether or not a person is actually being uncooperative in the first place. 


A Team Member is Uncooperative

When a scheduling conflict forces you to break a previously agreed upon commitment, knowing the proper techniques will help to minimize the inconvenience caused to others. The goal of this "What to say when..." course is to provide the practical steps needed to fully evaluate a situation when it seems necessary to break a previous commitment, and the steps to take when this evaluation leads you to the conclusion that it IS necessary.

Understand how to determine if breaking a previous commitment is absolutely necessary. 


You Need to Break a Commitment

What strategies can you use to handle a coworker breaking a commitment? While we can’t do anything about broken commitments in the past, we can explain the effect it’s had on us. The goal of this "What to say when..." course is to remind trainees of the impact a broken commitment can have on others and provide a practical way to discourage broken commitments in the future.

Understand the negative impact a broken commitment can have on a coworker. 


Someone Breaks a Commitment

We all work with people who occasionally chat too much. This module explains how to preserve relationships with social coworkers and still get your work done. The goal of this "What to say when..." course is to provide the employee with an easy process for dealing with coworkers who are a little too social during work time.

Learn to stay friendly while assertively requesting a coworker to stop taking up your work time with idle chat. 


A Co-Worker is Too Social

A little stress at work is a good thing, but when it gets to be too much, the pressure can overwhelm even the most organized team member. The goal of this "What to say when..." course is to help trainees understand the true pressure changing priorities can bring and provide them with a means of handling the pressure productively.

Understand that pressure comes from inside your own head. 


The Boss Keeps Changing Priorities

Course Contents

SoftSkillsU eLearning

Conflict Resolution

Managing Team Conflict

Conflict transformation

Apply principles of mediation

Addressing Misunderstandings

Managing Customer/Supplier Conflicts

Difficult Conversation Management

Learn the proper techniques to regain or maintain control of challenging coworker conflicts.


What to Say When Conflict Resolution Series

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