Conflict Management & Resolution Online Course

A thorough understanding of conflict and how to manage and resolve it, is essential to maintain positive relationships with clients and others. You may have excellent communication skills but still come unstuck when clients continue to demand something you cannot offer or provide in the way they want it. This course will equip you to understand, control and manage challenging situations and build your confidence to deal effectively with conflict.

The unique insights and strategies you will learn on this course are developed from our 16 years as a specialist provider of Conflict Management Training Courses, to over 50,000 participants.

Using a range of custom-made videos, exercises and presentations we provide an interactive and enjoyable learning experience.

Accredited by the institute of Conflict Management and The CPD UK Standards Office
Course developed by industry experts
Using custom developed conflict management videos
Optional voiceover for all pages
An interactive learning experience
Over 90% of participants rate our courses as excellent

Bulk Orders

For 10% discount on orders of 15 courses or more – use code Conflict10

For 20% discount on orders of 40 courses or more – use code Conflict20

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Sample the course

View the demo

Accreditation and Certification

After successfully completing the course assessment you will receive a quality assured certificate. The certificate can be downloaded immediately when the assessment has been successfully completed. The course is accredited by the Institute of Conflict Management and by the UK Continuous Professional Development Standards Office.

Conflict Management Training

Conflict Management Training

Conflict Management Training

Course Content


You will learn how to:

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 criticism or personal comments from the client
Manage abusive behaviour
Turn potential confrontations into straight forward conversations

Conflict Management & Resolution Training

For individuals and teams who experience conflict with customers or others.



1.5 to 2




  • Defining conflict
  • The behaviours that escalate conflict
  • The key behaviour you need to manage
How to manage your
response to conflict
  • Managing your reactions and emotions
  • Dealing with criticism or personal comments from clients
  • Using cooperative phrases and language
  • Managing your body language effectively
  • How to control and de-escalate the conversation
  • Managing the pace of the conversation
  • How to encourage the client to think rather than react
  • How to manage challenging behaviour
  • Acknowledging issues and emotions to ensure the client knows you have understood
  • How to approach solving the problem
aggression and
  • A definition of abuse
  • When to challenge unacceptable behaviour
  • How to challenge behaviour before it reaches abuse
  • Strategies to manage abusive behaviour
Course summary
  • Key strategies to manage your own responses to conflict
  • 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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