Activity 14

Handling Complaints and Conflict Resolution

Students learn to handle customer or colleague complaints professionally, using empathy, problem-solving language, and resolution strategies.

Intermediate to Advanced 75–90 min 3 Sub-Activities

Sub-Activities

1
Empathy and Acknowledgment Training
Not Started 1 Exercise

Teach the acknowledge-apologise-act framework with empathy phrases.

2
Escalation Role Play
Not Started 1 Exercise

Multi-stage complaint scenarios where initial response doesn't satisfy. Students adapt and escalate appropriately.

3
Written Complaint Response
Not Started 1 Exercise

Students draft formal written responses to complaint letters or emails.

Networking and Small Talk Business Vocabulary Buil…
Materials
  • Complaint
  • Scenario
  • Cards,
  • Response
  • Templates,
  • Empathy
Assessment
Peer evaluation rubrics
Instructor observation
Interactive exercises
Self-reflection