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Conflict Influencer
Managing High-Conflict Interactions
By: Megan Hunter, Liz Hunter
Paperback | 25 March 2025
At a Glance
Paperback
$42.76
Available: 25th March 2025
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In today's dynamic business landscape, organizations across sectors face the challenge of navigating high-conflict customer interactions. Megan Hunter, known as The Conflict Influencer and leading expert in high-conflict personalities, and Liz Hunter, seasoned high-level customer relations expert, present a comprehensive guide tailored for companies with customer relations departments, as well as government ombudsman offices and any organization that interacts with customers, clients, or complainants.
Drawing from their extensive experience and expertise, the authors offer invaluable insights, practical strategies, and proven techniques on what to do beyond building rapport and keeping someone calm. They offer the necessary steps for helping the consumer feel heard and helped. They will teach you to go beyond the ordinary and become a Conflict Influencer for managing and resolving high-conflict customer interactions. Through a blend of real-world case studies, research-informed methodologies, and actionable advice, this book equips readers with the tools they need to transform challenging encounters into opportunities for positive outcomes.
Key topics covered include:
- Understanding the psychology of high-conflict individuals: Explore the underlying motivations and behaviors driving high-conflict customers, enabling organizations to respond with empathy and logic.
- Proactive conflict prevention strategies: Implement proactive measures to mitigate conflict escalation and foster constructive communication channels.
- De-escalation techniques: Learn the proven CalmB4Think de-escalation strategy to defuse tense situations and guide interactions toward resolution.
- Effective communication skills: Develop communication skills to navigate difficult conversations, build rapport, and shift upset people into logical thinking instead of remaining stuck in defensive reactivity.
- Conflict influencing frameworks: Utilize structured approaches and conflict resolution frameworks to facilitate fair and mutually beneficial outcomes.
- Organizational best practices: Establish organizational protocols, policies, and training programs to support frontline staff in handling high-conflict interactions professionally and effectively.
ISBN: 9781950057412
ISBN-10: 1950057410
Series: Conflict Influencer
Available: 25th March 2025
Format: Paperback
Language: English
Number of Pages: 162
Audience: General Adult
Publisher: High Conflict Institute Press
Country of Publication: US
Dimensions (cm): 21.5 x 13.9 x 1.2
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You Can Find This Book In
This product is categorised by
- Non-FictionBusiness & ManagementBusiness Communication & Presentation
- Non-FictionBusiness & ManagementSales & MarketingCustomer Services
- Non-FictionBusiness & ManagementOffice & WorkplaceWorking Patterns & Practices
- Non-FictionLawLaws of Specific JurisdictionsLegal System in GeneralCivil Procedure, Litigation & Dispute ResolutionArbitration