|
|
Conflict Management Curriculum Training 43 4. Conflict Management By the end of this session you will have: 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 • 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? |