Telephone / Cell Phone Etiquette
?Factors enhancing telephonic communication
?Do’s and Don’ts of telephonic communication
?Dos & Dont of E-mail Etiquette
?Drafting of E-Mail
Introduction Setting Expectations
?Cause and effect of conflicts
?How do I handle conflict?
?Techniques of handling conflict
?Finding common ground
?Stages in Conflict
?Establishing the 5 stages of conflict
?The need to become more assertive
?How can we stop conflict escalating?
?Changing our understanding of the situation
?Review of the key messages on conflict management