Managing Conflict and Difficult Situations for Service Workers

Hospitality expert Kris Hall dives into conflict management with a course designed for service workers who face challenging customer and team interactions. Learn how to apply the CALM framework to center yourself, acknowledge emotions, and move towards collaborative solutions. Discover how to leverage emotional intelligence in responding to complaints with empathy. Find out how to de-escalate tensions between teammates and maintain performance under pressure. Explore self-regulation techniques that help you recognize emotional triggers and stay composed. Dive into post-conflict repair processes to acknowledge contributions and analyze triggers and responses. Learn to implement these techniques in real-world scenarios, transforming conflict into connections and opportunities for leadership. This course is ideal for shift workers in the service industry looking to enhance their interpersonal skills and resilience to improve well-being and workplace harmony.