Managing Conflict within Teams or Organisations Course

Also referred to as Managing Difficult People (for managers and supervisors)

Delivered At Your Venue

Nationally accredited course

This course provides you with the exceptional skills and confidence needed to professionally manage challenging conversations with your team, peers and other
stakeholders you encounter in your role. The goal is to train you to become equipped to turn challenging conversations into simple straight-forward conversations, leading to more productive outcomes.

Recommended for

This course is ideal for all managers, supervisors, team leaders and other personnel who are involved in managing difficult conversations and challenging situations.

Course overview

Opening up difficult conversations and dealing with them effectively can be very challenging, time-consuming and energy-sapping. The course will teach the skills and techniques to deal effectively with problem behaviour in a direct but non-confrontational manner. The focus will be on identifying and managing specific behaviours in order to build productive relationships and boost performance.

Course benefits

After completing this course participants will be empowered to:

Identify different personalities and behaviour patterns
Understand how they respond to challenging situations
Put into practise a structure to handle any difficult conversations
Manage a range of difficult issues, including the performance and behaviour of others

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 difficult behaviour
Understanding challenging behaviour patterns
Managing conflict with different personality types

Responding to difficult behaviour

Understanding our natural response to managing challenging situations
Using words/phrases and body language to manage potentially challenging interactions

Dealing with difficult situations

How to maintain composure
How to structure difficult conversations
Dealing with challenging people and reactions
Using assertiveness strategies
Giving and receiving feedback
Handling negativity and disengagement

Dealing with specific situations

Disruption of the team or group
Underperformance issues
Managing persistent underperformance or challenging people
Any other issues the group wish to work on

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: https://www.transitionlawshield.com/conflict-training-co-1081019

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:

“This is a great working partnership and I would thoroughly recommend these guys.”
Learning and Development ManagerNando’s

“The sessions were scoped beforehand with specific relevance made to scenarios that were experienced within our business. Feedback was that this delivered exactly what they wanted”
Director of PeopleDrayton Manor Park

“I would recommend this course to others, engaged my attention and maintained it all day. Trainer had excellent knowledge of the subject”
Learning and Development ManagerThe AA

“Due to the great feedback from the hospices, we are potentially looking to roll out not only to the hospices but also to our community nursing service, retail and fundraising teams”
Health and Safety ManagerMarie Curie Hospice

“Just wanted to say thank you to The Conflict Training Company for our conflict call handling training. Would definitely recommend this course and am looking forward to the next one”
Investigations Team LeaderThe Ombudsman Services

“I wouldn't hesitate to use The Conflict Training Company again and feel that my employees gained a great deal from the training days including how to react when coming face to face with guest complaints”
Training ManagerCoombe Abbey Hotel

“I can’t thank you enough for the delivery of the conflict resolution training. I will be very happy to pass on your details and recommend you as a really positive, direct and engaging training company”
Primary Care Development ManagerWigan Borough Clinical Commissioning Group

“Great training. Easy to follow. I would recommend this training to give your employees useful tips and the confidence to deescalate a conflict situation, or prevent one occurring”
Health and Safety ManagerPlaces for People – Central Property Services

“I would recommend the Conflict Training Company to anyone who has staff on the front line”
Service Delivery ManagerTaunton Deane Borough Council

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.

courses@conflict-training.co.uk
0800 3029262

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