Mazda Training manual - part 117

Dealing with Complaints 

Curriculum Training 

41 

 

OBSERVER’S SHEET 

Things that I particularly liked (what went well) 

Things I would have done differently (what could have been improved) 

 

Dealing with Complaints 

 

42 

Curriculum Training

 

3.10 

Review of the Session 

In this session we have examined: 
•  the expectations of customers, and how complaints arise when we do not meet those 

expectations 

•  the legal aspects of those complaints, and how we can avoid any legal problems 
•  managing complaints – learning from them and making sure they do not happen again 
•  resolving complaints: the techniques and skills to be used. 

 

AC11 – SESSION REVIEW 

 

 

Your Notes 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Conflict Management 

Curriculum Training 

43 

4. Conflict 

Management 

By the end of this session you will have: 
•  examined the causes of conflict 
•  discovered your own attitudes to dealing with conflict 
•  reviewed the skill of assertiveness and its use in handling conflict situations 
•  discussed problem solving strategies 
•  examined the causes of stress and how best to deal with them. 

4.1 

The Causes of Conflict  

FIRSTLY: 

What is the difference between a complaint and conflict? 

•  A complaint occurs when someone expresses dissatisfaction with the service you have 

provided. 

It is often given in a calm and civil way that simply expresses the hope that the matter 
will be corrected. 

•  Conflict is when an argument escalates into hostility, either verbal or physical. 

There is friction and antagonism which cannot be handled so easily. 

 

Why do you think some complaints turn to conflict? 

What is it about some situations that makes them escalate into conflict? 

 Conflict 

Management 

 

44 

Curriculum Training

 

4.2 

Your Attitude to Conflict 

We all have our own ways to deal with any conflict we face, ranging from meeting it head-
on to ignoring it and hoping it will go away. 

What is your way of handling it? 

Complete the following questionnaire. 

 

AC12 – DEALING WITH CONFLICT 

 

 

Think of conflict situations that your encounter at work. 

These will be situations where you find that your wishes differ from those of another person. 

How do you usually respond in these situations? 

Consider each of the following 30 pairs of statements and select, by circling A or B, the 
statement which most closely describes your normal behaviour. 

In many cases, neither the A nor the B statement may describe your typical behaviour – but 
select the statement which most closely matches what you would do. 

1 

A 

There are times when I let others take responsibility for solving problems 

 

B 

Rather than negotiate the things on which we disagree, I try to stress the things upon 
which we agree 

2 

A 

I try to find a compromise solution 

 

B 

I attempt to deal with all my concerns and those of other people 

3 

A 

I am usually firm in pursuing my goals 

 

B 

I might try to soothe the other’s feelings and preserve our relationship 

4 

A 

I try to find a compromise solution 

 

B 

I sometimes sacrifice my own wishes for those of other people 

5 

A 

I consistently seek other people’s help in working out a solution 

 

B 

I try to do what is necessary to avoid useless tensions