Conflict Resolution Training Course

Course aim

Conflict resolution training course will equip employees to de-escalate difficult situations with customers. Delegates will discover how the ‘conflict cycle’ can easily spin out of control, what the drivers are and how to achieve a successful resolution.

1 day course

Aimed at managers and team members who encounter conflict and aggression as part of their daily work role as front-line staff.  This conflict resolution and de-escalation skills course provides the strategies, knowledge and confidence to effectively manage and turn around conflict situations  in the workplace, in a clear, assertive and constructive manner. Delivering essential tools to maintain customer relationships while remaining safe.

Examples of teams have benefited from the training:

Housing & benefits staff, security guards, motorway service staff, care workers, housing association staff, nurses, customer service staff, airport workers, professionals services, retail assistants, reception staff, school wardens, car park enforcement officers, theatre workers

By the end of this one-day training course, the participants will:

  • Understand the dynamics of a conflict situation and their role in managing conflict in the workplace to ensure they maximise safe resolution of issues
  • Identified their preferred style/responses in influencing others and managing conflict and the additional strategies that they need to use to successfully resolve the conflict situation
  • Demonstrated their skills in resolving conflict and confrontation
  • Have developed strategies to employ when managing challenging behaviour to enable conflict resolution
  • Develop techniques to apply and enhance their communication skills when managing aggression during conflicts
  • Master unique techniques to avoid and defuse conflict
  • Use skilled language patterns that defuse situations
  • Identify ‘the bait’ and respond skilfully
  • Recognising and dealing with behaviour patterns
  • Methods in dealing with behavioural issues
  • Issues relating to drug, alcohol and mental health
  • Employ a staggeringly effective ‘fear control’ technique that will enable you to be calm when it matters!
  • Verbalise your needs and gain respect
  • Exude confidence when dealing with situations
  • Build colleague support strategies
  • Dedicated consultation during the course content development
  • Professional communication running up to the start of the programme
  • Advice and guidance based on our years of experience
  • Reliability, punctuality and professionalism from start to finish
  • Engaging and personable trainers
  • Interactive training that will accelerate learning and outcomes
  • Post learning course resources for all participants
  • Post course administration returned promptly to organisation
  • Regular consultations, reviews and discussions with you the client during the  programme delivery
  • Ongoing support and consultation

Get in touch to discuss your training needs.

You can call us on  + 44 (0) 845 257 7461 or use our contact form

Customers reviews

I found it all useful and it will change how I deal with customers in the future

James Thompson

Team Leader

Course feedback

Very useful and relevant. Learned, some great strategies that I will take back to the work-place

Josie Whitehouse

Customer Service Team

Course feedback

Very useful and relevant. Learned, what I hope will be, effective strategies for implementation.

Katherine Stone

Housing Officer

Course feedback

Our clients

Helping our partners remain safe

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