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Programme sheet
Achieve Win-Win Resolution in Client Conflicts
Conflicts & TensionsCommunication & FeedbackAll employees≈ 20 min
Key skill: Customer relations
Summary
Turn a tense client conflict into a lasting agreement with the ORVSC method: prepare several options, reformulate to ease tension, share your view without judgment, negotiate a win-win solution, then put the agreement in writing.
Target audience
Anyone who has to manage conflict at work
Learning objectives
- Use the ORVSC method (Options, Reformulation, Vision, Solution, Contract) to resolve a conflict in 5 steps
- Identify multiple options for a win-win solution
- Reformulate the client's words to secure their agreement
- Share your perspective while staying neutral and judgment-free
Module outline
- StorytellingHow an incident with an unhappy client affected a shop's reputation, highlighting the importance of handling complaints with care and empathy
- ArticlesThe win-win strategy in practice
- Expert videoThe ORVSC method (Options, Reformulation, Vision, Solution, Contract) for resolving conflict and finding common ground
- AnchoringQuizzes and true/false questions to dive deeper into the topic and lock in what you've learned
- Memo cardA downloadable coaching memo card: the key points from the expert video
- CommitmentConcrete examples to help you define your own commitment
Models & methods
ORVSC method (Options, Reformulation, Vision, Solution, Contract); a prepared walk-away option; moving beyond win-lose logic.
Research-based
According to Peter Fisk's Customer Genius: an unhappy client tells twelve people about it; retaining a client costs three times less than acquiring a new one.