
Jules Murray is committed to power experiential learning and strives to fully understand the culture, strategy and leadership challenges within the client organisation. Participants are challenged to reflect upon the choices they make and the behaviours and attitudes that often prevent them from getting optimal results.
A qualified NLP and Personality Profiling Practitioner, Jules has coached, trained and mentored over 5,000 customer-facing employees helping them to achieve sustainable increases in their customer satisfaction and ultimately sales conversion results.
Jules works in all areas of school improvement and leadership development.
Areas of expertise are Customer Journey Mapping, Marketing and Admissions, Conflict Management, Performance Development, Adopting a Positive Mindset and Attitude, Cherishing Parent Relationships.
She brings great interpersonal skills, humour, challenge and empathy to all her work as well as high quality professionalism. All her courses are firmly rooted in interactive and experiential learning.
Programme details:
This workshop aims to deliver a combination of skills, knowledge, and best practices to ensure confidence and competence in managing internal and external conflict. It is designed to help you develop the skills and confidence to intervene professionally and nip disagreements in the bud before they escalate. Handling conflict in a proactive and positive way, boosting team morale and retaining valuable talent.
Topics for discussion will include:
· What is conflict and why does it happen?
· Stages in the conflict process (Hidden, Aware, Felt, Manifest and Aftermath)
· Prevention is better than cure!
· 6 Processes to Understanding and Handling Conflict
· Emotional and Cultural Intelligence
· Frames of Reference and Perspective Taking
· Best shared practices and models to adopt when dealing with difficult customers