You'll learn diagnosis and resolution techniques for tense, sensitive conflicts with upset clients and customers
InstructorVasco PatrícioThe curriculum includes various interactive formats such as role plays, simulators (Labs), and hands-on exercises to practice specific conflict scenarios.
Instruction covers psychological approaches to conflict alongside personal well-being topics like stress management and compassion fatigue.
Editorial course preview
These 3 complementary views highlight concrete, legible examples from the course presentation.
The presenter introduces the first module of the course, titled 'The Diagnostic,' setting the stage for learning how to assess customer situations effectively.
The instructor demonstrates communication techniques by gesturing with his hands while explaining conflict resolution strategies directly to the viewer.
The instructor gestures with two fingers raised on his right hand while speaking directly to the audience about conflict resolution strategies.
Multiple modules focus on Generative AI; one signal from April 2026 suggests these may feel out of scope for a core conflict resolution curriculum. Note that the course's May 2026 update label does not guarantee these specific concerns were addressed.
One signal from November 2025 indicates potential difficulties with instructor clarity regarding pronunciation and volume consistency. The May 2026 update label does not prove a correction to these delivery issues.
The curriculum aligns with the target audience of customer service professionals, though some content may feel irrelevant to specific roles.
