Customer service specialists handle a high volume of contacts and work toward fair and reasonable outcomes. They also regularly encounter people who habitually initiate and escalate conflict. HCI will teach the proper techniques to overcome and find the missing peace.
People with high-conflict personalities present the greatest challenge for customer service, because they present difficult, unreasonable and even threatening behavior. And anyone who works in the field can tell you that this kind of behavior is on the rise. Our training gives you evidence-based strategies for reducing risk and managing inflammatory behavior.
HCI’s training helps anyone in customer service learn the skills to peacefully manage high-conflict interactions, whether in traditional customer service roles, ombuds services, or anywhere customers are served.
Using our WEB Method® you will find a quick and easy way to identify potentially high conflict people.
You will learn how to interact verbally using our CalmB4Think™ and EAR Statement™ techniques.
You will master written communication that will stop back-and-forth hostile, blaming emails and other written communications with our BIFF Response® method.
Our menu of solutions provides flexibility to any professional, business, or organization. From one-on-one consultations to group trainings, we will help you overcome your high-conflict situation and bring your professional life back into alignment.
Custom training for groups of any size, conducted either in-person or virtually. Training is led by co-founder, Bill Eddy or Megan Hunter, or another of HCI’s expert educators.
Coming in 2024. This 3-hour on demand course teaches you to successfully handle potentially high-conflict customers and complainants.
A creative lab experience for learning Conflict Communication Skills, such as BIFF and EAR. It is taught by an HCI during live virtual sessions.
Our on demand courses offer you effective high-conflict legal strategies 24/365, and our “live” virtual classes help you learn and practice our key communication and conflict management skills.
Which HCI courses do customers love the most? Check out our most popular courses.
Who Are High Conflict People?
This course provides you tools to use to deal successfully with high conflict people in most cases.
Objective:
A Greater Understanding of ‘Who Are High Conflict People?’ and what makes them tick. Helping you deal with their predictable high conflict behavior in and out of court.
How to Write a BIFF Response®
An absolute game-changer in responding to hostile emails, texts or social media posts. Learn how by being BRIEF, INFORMATIVE, FRIENDLY and FIRM will be your ultimate ‘go to’ tool in your toolbox.
We are the go-to virtual and on-site educators and trainers for cutting-edge advanced conflict resolution strategies. Since 2008, we’ve been making the world a more peaceful place with our keynotes, customized training, consultations, books, classes, and online courses. Contact us to learn more!
We are the go-to educators and trainers for cutting-edge mediation and conflict resolution strategies. Since 2008, we’ve been making the world a more peaceful place with our keynotes, consultations, customized training, books, and online courses. Contact us to learn more!
