Conflict Management Online Training Course

Conflict can be challenging as everyone has different ideas, agendas, and ways of looking at things. In addition, you may have to work within your organisation’s policies and procedures, that your client may find is not to their liking. This Conflict Management Training Online course will help you recognise the early signs of conflict and give you insights and strategies to effectively deal with it. You will feel confident to turn potential confrontations into more positive conversations.

Designed for you

This course is designed for anyone requiring new and effective ways to manage and resolve client conflict.

Outcomes

In this course you will learn how to:

Recognise the factors that cause conflict to escalate
Maintain composure and stay in control
Improve verbal and non-verbal communication
Manage emotions during heated conversations
Structure and control challenging situations
Use insights and strategies to de-escalate conflict
Deal with client put downs, criticism and baiting
Manage abusive behaviour
Turn potential confrontations into straight forward conversations

This Conflict Management and Resolution Course is:

Developed by industry experts at The Conflict Training Company who are a specialist provider of conflict courses for over 16 years
Designed using custom made videos, exercises, and discussion topics to create an interactive learning experience
Provided with a complete voiceover option

Accreditation and Certification

All participants successfully completing the course assessment will receive a quality assured certificate accredited by The Institute of Conflict Management and the CPD UK Standards Office. The certificate can be downloaded immediately when the assessment has been successfully completed.

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Bulk Orders

10% discount on orders of 15 courses or more.
20% discount on orders of 40 courses or more.

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Conflict Management Training

Assessment

An assessment is to be completed when the course material has been covered. Consisting of 15 questions where 80% need to be answered correctly to pass. The answers are marked immediately so you will know how you did. You can take the test as many times as you like.

Conflict Management Training

Course Content

Module	Content
Understanding conflict	Understanding: The behaviours that escalate conflict A definition of conflict The key behaviour needed to de-escalate conflict
How to manage your response to conflict	Managing: Your reactions and emotions Client criticism, baiting and put downs Your phrases and language Your body language effectively
Managing confrontations	How to: Control and de-escalate the conversation Manage the pace of the conversation Listen and ask questions Encourage the client to think rather than react Acknowledge issues and emotions to ensure the client knows you have understood Reduce the tension in challenging situations Solve the clients’ issues
Managing aggression and abuse	Understanding: A definition of abuse When to challenge unacceptable behaviour How to: Address behaviour before it reaches abuse Three step approach for dealing with abuse
Course conclusion	Summary: Key strategies to manage your own responses Key strategies to manage and de-escalate conflict effectively.

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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

We have run Nationally Accredited Training Courses for thousands of learners for private and public sector organisations.

The majority give us 10 out of 10 for overall course rating.

of clients rated our courses excellent

said they felt they have learnt sufficient skills to de-escalate conflict in the future

said they felt better equipped to handle their reactions in future conflict situations

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

courses@conflict-training.co.uk