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June 16, 2017
9:00 AM - 3:00 PM
Class held in lower level training room in KAC building. Street parking only.
300 SW 8th Avenue
Topeka, KS 66603
$150 members/ $200 non-members Lunch included in fee.
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103 Managing Conflict on the Frontline

Friday, June 16, 2017

Conflict is a reality in customer service. In the public sector, employees must maintain professionalism at all times as they work to constructively meet the needs of the public. In this course participants will: • Identify skills to better understand and address problems raised by members of the public • Examine proven techniques and identify resources to help constructively resolve conflict • Learn to recognize and address conflict early on and identify triggers that cause conflict • Develop skills to effectively navigate difficult conversations with the public and co-workers • Review techniques for resolving conflict among departments and organizations • Explore conflict in relation to policy-making, funding priorities and competing demands for service Class taught by Andy Huckaba, KU Public Management Center