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Course Description

Master the art of converting challenging situations with customers into mutually beneficial opportunities. Discover how to develop distinctive strategies to resolve conflict with various client personality types.

Learn how you can adapt your conflict approach when dealing with business clients (B2B) who bring more complex and transactional relationships. Contrast this with end consumers (B2C) who are usually emotionally invested with more personal issues. 

This course will equip you with the tools to resolve conflicts and build lasting customer relationships.

By completion of this course, successful students will be able to:

 
  • Identify personalities of diverse client types encompassing their unique expectations and trigger points
  • Compare contrasting needs of B2B vs B2C customers and how the conflict resolution dynamics change according to the type of client engagement level
  • Investigate what communication skills and negotiation tactics could be applicable while managing client expectations and diffusing negative situations based on the client’s personality type
  • Assess opportunities for improving business operations and policies with the aim of minimizing conflict to ensure consistency of your customer service standards
  • Develop effective conflict resolution strategies to convert difficult customers to loyal customers and win their support

Topics of Instruction

  • Unique characteristics of B2B vs B2C customers
  • Communication strategy
  • Difficult customers
  • Planning for difficult conversations
  • Feedback and follow-up

Applies Towards the Following Program(s)

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Section Schedule
Sep 29, 2025 to Oct 25, 2025
Type
Online Asynchronous
Dates
Sep 29, 2025 to Oct 25, 2025
Type
Online Synchronous
Days
Th
Time
5:00PM to 6:30PM
Dates
Oct 02, 2025 to Oct 23, 2025
Schedule and Location
View Details
Hours
20.0
Delivery Options
Online Synchronous  
Course Fees
Flat Fee non-credit $499.00
Section Notes

This course uses Desire2Learn (D2L), an online learning management system. The instructor will post the course outline and other materials in D2L. For more information about D2L, please visit our Online Learning Resources.

This is an Online Hybrid course with Online Synchronous Sessions held online in real time (Mountain Time).

  • Zoom web conferencing software. To fully participate in the classes, students will need: an internet connection, and a reliable headset with microphone.

Unless notified, all online courses are available at 9 am MT the day before the start date. Students registering on (or after) the start date will receive access within one day of registration.

Students unfamiliar with online learning are encouraged to take our free Digital Skills for Learning Online course.

Unless otherwise stated, notice of withdrawal or transfer from a course must be received at least seven calendar days prior to the start date of the course.

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