Learn skills to help you reduce conflict escalation and manage challenges confidently. If you work in a customer facing role, engaging in effective communication will help turn challenging interactions into opportunities for positive experiences. Let Jason Keeley, Founder and Director at IKON Training, give you the tools - and confidence - to work through any customer conflict with ease.
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Effective conflict management – mindset and influence
With the rise in crime against rail workers, it’s more important than ever that frontline staff have the necessary tools to diffuse potential conflict. Jason Keeley, Founder and Director of IKON Training, delivers his top tips for adopting the right mindset, and using influence to avoid situations bubbling over.
How to be an empathetic listener
Listening is a skill which helps us to create safety, trust and connect with others in both our personal and professional lives. Andy Elwood shares stories from his career in search and rescue helicopters, showing you the vital role empathy plays in effective communication. By mastering empathetic listening, you’ll foster deeper connections, build trust, and improve relationships both personally and professionally.
The power of community
When we help others, the benefits are endless. This session focuses on community. Together we have so much more power to create positive change. We’ll feel happier, healthier, and better able to face life’s challenges.