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

Course Content

Objectives

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.

£25

+VAT

1.5 to 2

hours

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Module	Content
Understanding conflict	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
Conflict Management Strategies	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
Managing aggression and abuse	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:

“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