Training on Conflict Resolution & Complaint Handling
Master conflict resolution and complaint handling, improve communication, de-escalate issues, and build stronger workplace and customer relationships.
Next intake
20 Jul 2026 · Nakuru
Duration
5 days
Live instruction
Delivery
Physical + Virtual
Cohort based
Level
Intermediate
Working professionals
Certification
NITA reimbursable
For Kenyan cohorts
Language
English
All materials
About this programme
The Training on Conflict Resolution & Complaint Handling equips professionals with practical skills to manage disputes, resolve conflicts, and handle customer complaints effectively. Participants will learn techniques for active listening, negotiation, de-escalation, and problem-solving to maintain positive relationships and ensure organizational harmony. Through interactive exercises, role-plays, and real-world scenarios, participants gain confidence in addressing challenges professionally, reducing friction, and enhancing satisfaction among clients, colleagues, and stakeholders.
Duration
5 Days
Who Should Attend
- Customer service representatives
- Team leaders and managers
- HR and administrative personnel
- Event and hospitality professionals
- Sales and client-facing staff
- Professionals involved in stakeholder management
- Anyone seeking to improve conflict management skills
What you'll walk away with
- Understand the dynamics of conflict and complaint situations
- Develop active listening and empathy skills for resolution
- Learn techniques for de-escalation and negotiation
- Implement effective complaint handling strategies
- Build stronger professional relationships through conflict management
What we cover, module by module
Module 1: Understanding Conflict & Complaints
- Types and sources of workplace and customer conflicts
- Causes and triggers of complaints
- Impact of unresolved conflicts on organizations and individuals
- Principles of conflict management and complaint handling
- Case study / Hands-on exercise: Analyze a real-life conflict scenario
Module 2: Communication Skills for Resolution
- Active listening and questioning techniques
- Empathy and emotional intelligence
- Clear and assertive communication strategies
- Managing verbal and non-verbal cues
- Case study / Hands-on exercise: Role-play conflict communication exercises
Module 3: Conflict Resolution Strategies
- Identifying resolution options and outcomes
- Negotiation and mediation techniques
- Collaborative problem-solving approaches
- Maintaining neutrality and professionalism
- Case study / Hands-on exercise: Simulate resolving a workplace conflict
Module 4: Complaint Handling Best Practices
- Receiving and acknowledging complaints effectively
- Investigating and analyzing complaints
- Creating action plans and following up
- Turning complaints into opportunities for improvement
- Case study / Hands-on exercise: Handle a customer complaint scenario
Module 5: Maintaining Positive Relationships
- Building trust and rapport after conflict
- Preventive strategies to reduce future conflicts
- Continuous improvement in complaint handling
- Promoting a positive organizational culture
- Case study / Hands-on exercise: Develop a post-complaint resolution plan
Where the change lands
Organizational Impacts
- Reduced workplace conflicts and disruptions
- Improved customer satisfaction and loyalty
- Enhanced team collaboration and productivity
- Stronger organizational reputation and credibility
- More effective complaint handling processes and protocols
Individual Impacts
- Improved problem-solving and decision-making skills
- Greater confidence in handling conflicts and complaints
- Enhanced communication, negotiation, and interpersonal skills
- Ability to maintain professionalism under pressure
- Increased career potential in leadership and client-facing roles
Dates and locations
Upcoming intakes
Every intake is limited to a small cohort. Booking closes when a date fills or three weeks before the start, whichever comes first.
| City | Starts | Ends | Delivery | Book |
|---|---|---|---|---|
NakuruNext | 20 Jul 2026 | 24 Jul 2026 | In-Person | Book |
Kigali | 20 Jul 2026 | 24 Jul 2026 | In-Person | Book |
Accra | 20 Jul 2026 | 24 Jul 2026 | In-Person | Book |
Kisumu | 27 Jul 2026 | 31 Jul 2026 | In-Person | Book |
Johannesburg | 27 Jul 2026 | 31 Jul 2026 | In-Person | Book |
Dakar | 27 Jul 2026 | 31 Jul 2026 | In-Person | Book |
- NakuruNext
20 Jul → 24 Jul·In-Person
Book this intake - Kigali
20 Jul → 24 Jul·In-Person
Book this intake - Accra
20 Jul → 24 Jul·In-Person
Book this intake - Kisumu
27 Jul → 31 Jul·In-Person
Book this intake - Johannesburg
27 Jul → 31 Jul·In-Person
Book this intake - Dakar
27 Jul → 31 Jul·In-Person
Book this intake
Common questions.
Still not sure? Send us a note and a facilitator will get back to you within a business day.
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Course finder
Find the right course for you
Prefer to talk it through? Send us an enquiry and a facilitator will scope a fit within a business day.
For corporate teams
Training 10+ professionals?
We deliver Training on Conflict Resolution & Complaint Handling in-house at your offices, at a venue we arrange, or fully virtual. Customise the curriculum against your KPIs, and get a bespoke price for the cohort size you need.