RP 1608 - Conflict Resolution Guidelines: Training

As a training exercise, take a recent conflict, pull a repair order, and go over the facts to see how it was handled and how it can be improved. Role play the behaviors that you are trying to have employees exhibit (e.g., how to talk, how to react, how to respond, etc.) If you decide you are going to adopt the procedure, you need to make sure your employees understand the changes Initiate a level of introduction on implementing this RP. Add information from other resources that service providers can use for training (e.g., specific OEM training; published training; other service providers, etc.) Use events that have been logged or recorded as training metric. Understanding the potential business of the account and what may be lost if a conflict is left unresolved is paramount.