Conflict Management Training

Delivered at Your Venue or Virtually via Zoom or Teams

Nationally accredited course

This Conflict Management Training course provides exceptional skills and confidence needed to professionally manage angry or emotional customers. The goal is to equip all participants to turn potential confrontations into simple conversations.

Conflict Management Training Course Duration

We deliver this course as a full days training at your premises and/or in a range of blended learning formats to meet your need.

  • Face to face delivery
  • eLearning courses
  • Interactive live Zoom workshops
  • Recorded and bespoke webinars

We also combine different courses to meet training needs and would be pleased to hear from you to discuss your requirements.

Ideal for

Those who experience conflict or customer anger face to face.

Conflict Management Training Course Benefits

After completing this course participants will be empowered to:

  • Recognise the factors that cause conflict to escalate so those factors can be managed better
  • Maintain composed and in control when responding to conflict and aggression
  • Use strategies and tools to manage and reduce customers’ anger
  • Turn confrontations into simple conversations
  • Use skills to manage words, phrases, and body language to de-escalate the situation
  • Specialist training provider
  • Established 2004
  • Over 100,000 participants trained
  • Extensive customer base
  • Expert trainers
  • Bespoke blended learning solutions

Course Content

The course is tailored to the needs of participants and their role. Specific case scenarios are developed from a Needs Analysis conducted prior to the training taking place, so we can make the training as bespoke as possible.

Some of the key content includes:

Understanding conflict

Defining conflict, aggression and assertive behaviour
Principles for managing conflict
Managing different personalities and communication styles

De-escalating conflict

The stages of conflict escalation
Using a 4-part model to de-escalate conflict
Managing body language
Managing unpredictable situations (drugs, alcohol, groups, etc.)

Identifying triggers

Understanding personal triggers
‘Red rag’ words and phrases
Managing vocal speed and tone
Strategies to maintain composure

Managing abusive behaviour

Defining abusive behaviour
Involving others
A 3-step model to handle abusive behaviour

Listening Skills

How we tend to listen
Questioning techniques
Structuring challenging conversations

Action planning

Key learning points
Taking forward the skills learned
Accreditation certificate

Approved Quality Centre

The Conflict Training Company is an Approved Quality Centre accredited by the Institute of Conflict Management (ICM) and operates to the ICM’s Code of Practice. The ICM is dedicated to ‘setting standards in the prevention and management of aggression and conflict’.

The Conflict Training Company Ltd is also an Approved Centre accredited by the CPD Standards Office. Your staff will earn the Continuous Professional Development points relevant to each of our courses.

The Conflict Training Company Ltd is a compliant business under GDPR & UK Data Protection Law. Click the S.H.I.E.L.D to verify our status. S.H.I.E.L.D. link:

Engaging training

Conflict Training Company courses are highly participative workshops. Those taking part have a real opportunity to explore how they personally respond to conflict and practise their skills during individual and group exercises. We also promise some fun and lots of enthusiasm along the way.

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Our Testimonials

Here’s what our clients have to say about us:

The Conflict Training Company

We successfully provide Conflict Management and Personal Safety solutions to hundreds of private and public sector organisations. Please get in touch to discuss your requirements and we will do all we can to meet your training needs.

0800 3029262

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