How often do you deal with conflict? If you’re like most compliance officers, it’s probably part of your everyday life. And you probably deal with conflict from customers, employees, and even senior leadership. Conflict is a natural part of any organization.
But is conflict good or bad? And how do you deal with conflict? Do you embrace it or do you wish it wouldn’t happen?
Resolving conflict as a compliance officer is an important skill. Whether it’s a customer that is dealing with fraud on their account, an employee who didn’t follow an important procedure, or even that banker that wants to ignore a policy for a special customer; being able to resolve conflict will help you, your employees, and your customers.
In this course, you’ll be able to better understand why conflict occurs and resolve it in a way that is professional and respectful.
Registration: Registration is per-participant
Learning Objectives:
By the end of this session, you will be able to:
- Describe how and why conflict occurs.
- Identify five ways people handle conflict.
- Resolve conflict using empathy, active listening, and being clear of your goals.
Audience: The program is designed for compliance officers, security officers, and anyone else who is responsible for compliance in your financial institution.
