In this e-training, managers in insurance sales learn the basics of conflict management. They receive advice on how to perceive sources of conflict and how to assess the escalation level of conflicts. In addition, they will receive tips on three suitable methods of conflict management: to support employees' own conflict resolution, to mediate and arbitrate, and to intervene with power.
Managers in the distribution of insurance products
Recognise when there is a conflict between team members that could affect the quality of client counselling
Be able to assess the escalation level of the conflict
Enable employees to resolve conflicts independently
Know and use appropriate methods of mediation and conciliation
Consider procedures to defuse highly escalated conflicts in order to restore team performance in the interest of the clientele.