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.


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

Conflict Management Training

Conflict Management Training


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



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.

Our Testimonials

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

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

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