Conflict Management  & Conflict Resolution Training Course for Customer Facing Teams

Yes, we offer a conflict management in the workplace course. You can read about that here 

In order to keep courses interactive and enjoyable for all delegates, we suggest a maximum of around 10-12 delegates per course.

Yes, all of our courses are able to be tailored to your requirements to ensure your staff have real world examples that they can practice their conflict skills on  during our interaction training.

Yes, all attendees receive a Conflict Management Course Certificate which includes the CPD accreditation.

This course is for any member of staff who deals directly with the public in face‑to‑face roles, including housing and local authority staff, enforcement teams, housing sector staff, visitor experience staff in museums and attractions, leisure and hospitality teams, and frontline workers in charities and public services.

Yes, the training is designed for both public and private sector organisations where staff regularly face complaints, frustration, anger or challenging behaviour from members of the public.

We regularly deliver conflict management and resolution training for housing associations, local authorities and arms‑length management organisations, where frontline staff deal with complex issues such as rent, repairs, anti‑social behaviour and service complaints.

Yes, our conflict training is widely used by museums, galleries, visitor attractions, theatres and leisure venues to help front‑of‑house and visitor experience teams manage difficult visitors, queue frustration, refusals of service, rule enforcement and emotionally charged situations.

The course is highly relevant for retail, hotel, restaurant and leisure staff who may need to handle complaints, refusals of service, age‑restricted sales, policy enforcement and abusive language while still protecting service standards and safety.

Typical content includes understanding conflict and triggers, recognising escalation, effective verbal and non‑verbal communication, de‑escalation techniques, handling abusive or aggressive behaviour, dealing with intoxicated people, setting boundaries, and knowing when and how to safely disengage and seek support.

After the course, staff will be better able to stay calm, use more effective language and body language, defuse anger, avoid common mistakes that escalate situations, and guide difficult interactions towards safer and more constructive outcomes for both the public and your organisation.

Yes, where relevant, we integrate personal safety awareness, including reading warning signs, dynamic risk assessment, managing space and exit routes, lone working considerations and when it is safer to disengage, alongside strong communication and de‑escalation skills.

All in‑house courses are tailored, so we build the day around real scenarios from your housing teams, retail stores, museums, leisure facilities, hospitality venues or public‑facing services.

We deliver in‑house training at your venues across the UK, and can also run the same course live online via virtual classroom for dispersed teams or mixed sites.

Most organisations choose a full‑day course to allow time for practice, but we can also provide half‑day workshops where operational constraints make this more practical.

Ideal group size is typically up to around 12-15 delegates for a full‑day, skills‑based course, with options to run multiple sessions to cover larger teams across housing offices, retail sites, museums, leisure centres or hospitality venues.

We frequently train frontline staff in housing, local authorities, NHS and GP practices, charities, museums and visitor attractions, theatres, leisure facilities, hotels and wider hospitality, as well as commercial customer service and retail teams.

Yes, we regularly adapt the emphasis for estate‑based housing staff, contact and reception teams, ticketing and box office, security and stewards, retail supervisors, leisure centre staff, and hotel or restaurant front‑of‑house teams.

We can weave your policies, complaints processes,general procedures, age‑restricted sales procedures, and lone‑working guidance into the course so staff practise using them in realistic conversations.

Delegates simply need to attend ready to take part in discussions and practical exercises; we provide all training materials and will work with your training, HR or H&S leads in advance to make the content relevant to their everyday visits, shifts or public‑facing duties.

Yes, we regularly roll out consistent conflict management training across multiple offices, stores, venues and regions, coordinating dates to minimise disruption to services while reaching all of your public‑facing teams

Our conflict management and personal safety courses are nationally accredited by recognised awarding bodies such as the Institute of Conflict Management and the UK CPD Standards Office, giving you assurance around quality and learning outcomes.

Each participant receives an accredited certificate that can be used as CPD evidence and kept on file for your compliance, health and safety, insurance and audit requirements.

Organisations typically report fewer incidents escalating, improved customer and visitor experience, more confident and resilient staff, and clearer, more consistent handling of conflict across housing offices, retail sites, visitor attractions and hospitality venu

You can contact us directly to outline your sector, roles, locations, preferred dates and any specific risks; we then provide a clear, all‑inclusive quote for in‑house delivery at your venue or via live virtual sessions.

Dates fill quickly, especially for multi‑site roll‑outs, so it is helpful to get in touch as soon as you have approximate dates in mind for your housing teams, public‑facing services, venues or stores.

Many organisations combine Conflict Management Training with modules on Managing Challenging Phone Calls, Personal Safety Awareness or Managing Conflict in the Workplace for managers, creating a joined‑up programme across their public‑facing and leadership teams.