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Customer dispute management

Duration :

2 days

Prerequisites :


For whom :

Employees with commercial functions (Customer Service, After-Sales Service, Manager, etc.).

Given at the end of the training :

Training Certificate

Net price - Individual / Inter-company :

1200 €

The premises chosen by Humanissue Consulting are accessible to people with reduced mobility.

The locations are determined by the co-contractors. For individuals with disabilities not related to mobility, we recommend the training organization CCI Formation, which collaborates with HandisupAuvergne:

VAT not applicable, Article 293B of the French General Tax Code

Pedagogical Manager :



Pedagogical objectives
  • Knowing how to defuse aggressive behavior. 
  • Understanding the origins of aggression. 
  • Knowing how to practice proactive listening. 
  • Having notions of NLP (Neuro-Linguistic Programming) and TA (Transactional Analysis).
  • Knowing how to establish an action plan for resolving a dispute.
Program update

15 janvier 2024

Training program
  • Understanding the origins of aggression 
  • Cognitive and hormonal processes 
  • Communication processes and challenges 
  • Transactional analysis in the service of communication 
  • Neuro-Linguistic Programming (NLP) for de-escalation 
  • Mastering non-verbal communication 
  • Mastering verbal and para-verbal communication 
  • Developing listening skills 
  • Identifying conflict resolution channels 
  • Conflict resolution matrices 
  • Nonviolent communication 
  • Knowing how to anticipate 
  • Developing emotional intelligence 
  • Knowing how to forgive
Access time and conditions

Sessions open with a minimum of 4 trainees. A maximum of 3 months delay between the request and the execution of the service, provided the opening conditions are met.

Given to the trainees
  • Welcome booklet.
  • Internal regulations.
  • Practical sheets.
  • Course materials.
  • LMS platform link.
Pedagogical methods
Evaluation methods
  • End of seminar: Multiple-Choice Quiz (QCM). 
  • Real-life scenario. 
  • Company questionnaire 1 month after the training. 
  • Phone interviews within 5 to 6 weeks.
Contact us

Executive Assistant :

Photo Maëva_edited.png



 Tél.: 07 80 91 12 21

Maëva JAY

  • Video equipment (projection and video recording). 
  • Whiteboard. Blank sheets. 
  • Post-it notes. 
  • Role-playing games.
  • Written and online exercises (multiple-choice questions, quizzes). 
  • Systemic approach.
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