Call Centre & Customer Management Expo 2010 - MASTERCLASS: Making decisions and managing internal conflict
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Competence Call Centers

Conference Sessions - MASTERCLASS: Making decisions and managing internal conflict

Speaker: Mr Alun Graves
Managing Director
http://www.alungraves.com
Date/Time: 23 Sep 2009
10:30-12:30


Conference Details

We all make decisions each and every day, but how much do we actually assess the decisions we make? All too often people avoid making those tough decisions because they are likely to invoke conflict, but inaction can have greater repercussions in the short and long term health of our organisations and our wellbeing.

Together in this Master Class we will identify how to improve our decision making process, get behind the psychology of the way people react to certain decisions and understand the role that effective communication plays in influencing the acceptance of our decisions amongst those that it impacts.

• Learn about when and how to assess the decisions you make and the wider impact of them
• Develop a decision making matrix to ensure you are weighing up all the alternatives
• Identify when we should rely on our own intuition over a detached rational analysis of the situation
• Ways to make sure you are communicating your decisions in a powerful and influential way.
• How to managing the ‘fall out’ or conflict that can result from the decisions we make



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