Conflict Resolution
Course Description
Who Should Attend:Any child support enforcement (CSE) worker who deals with clients in potential conflict situations. Those who will benefit from this program include, but are not limited to: receptionists, customer service representatives, intake workers, conference officers, financial officers, and CSE supervisors.
Overview and Focus:This program uses a 7-step model demonstrating how to reduce conflicts with and between clients in the child support enforcement environment. Participants will learn about the various causes and types of conflict, what escalates and de-escalates conflict, their own conflict management styles, conflict management responses, and effective communication and listening skills for reducing conflict.
Topics Addressed:- Identify the various causes and types of conflict
- Determine your personal style of dealing with conflict
- Identify the five basic conflict responses
- Develop an understanding of what escalates and de-escalates conflict
- Apply a 7-step process for reducing conflict
6 hours
Course Level
Professional Development These highly interactive courses provide professional skill development for child support enforcement (CSE) staff to foster improved performance in their individual CSE roles. Examples of topics in this category include Customer Service, Coaching for Excellent Performance, and Supervisory Roles and Responsibilities.
