Achieve win-win resolution in client conflicts

Training Theme

This course presents a structured 5-step method (ORVSC) for effectively resolving conflicts with clients. The process begins with the identification of resolution options and continues with the reformulation of the customer's words to establish mutual understanding. It then integrates the sharing of vision before seeking a solution satisfactory to both parties. The final contractualization makes it possible to stabilize the agreement. The approach prioritizes a win-win strategy over short-term solutions, recognizing that an unhappy customer can influence up to 12 other people.

Training Objectives

In this online course, you will learn how to:

• Use the ORVSC method (Options, Reformulation, Vision, Solution, Contractualization) to resolve a conflict in 5 steps.
• Identify multiple options for a win-win solution.
• Rephrase the client's statements to get their agreement.
• Provide your vision while remaining neutral and non-judgmental.
• Find a solution that satisfies both parties over the long term.
• Formalize the agreement to stabilize the solution in the short and medium term.

Target Audience 

Anyone who has to manage conflicts at work

Training Content 

This module contains 4 parts:

DISCOVER

• Identify your personal challenges and motivations for change.

SHAKING UP

• Storytelling: Video "An unhappy customer", 2'34
  • How an incident with an unhappy customer affected a store's reputation, highlighting the importance of handling complaints with care and empathy
• Quiz on the risks of not looking for a win-win solution

LEARN

• Expert video: Resolving a conflict with a customer in 5 steps, 9'09
  • The ORVSC (Options, Reformulation, Vision, Solution, Contractualization) method to resolve conflicts and find common ground
• Training Items:
  • Think long term
  • Yield or Win
  • Win-win or leave
• Quiz and TRUE/FALSE on learning

ANCHOR

• The 5 steps to resolve a customer conflict: O.R.V.S.C
• The win-win strategy in practice
• Use concrete examples to define your own commitment to change.

Additional resources

• Downloadable documents:
  • Coaching memo sheet (PDF)