Conflict Management Training

• Conflict Management Training
• Dealing with Difficult Telephone Calls
• Lone Worker Training
• Dealing with Difficult Customers
• Personal Safety Training
• Dealing with Difficult Colleagues
• Managing Difficult People
• Train the Trainer

Conflict Management Training Course

Conflict management training at your venue in London - Midlands - North - Scotland and throughout the UK

Duration:

This conflict management training course is run over a
full day

Recommended for:

All employees who have to face angry, aggressive or demanding customers or service users

Course Overview:

The course raises participants' understanding of the background to conflict and the contribution they can make to either calming or escalating the confrontation.

During the training day participants learn and practice key skills to build their confidence to maintain composure whilst de-escalating customer conflict.  

 

What staff are saying about this training course:

'A big thanks for the training last week - I have had some terrific feedback and will certainly book again.'
General Manager - Holiday Inn Express Birmingham City Centre

'Best ever prepared course I've attended - thank you so much.'
Staff Nurse - Clouds Drug Rehabilitation

Conflict Management Training Course Benefits:

By the end of this 'Conflict Management Training' course participants will be better able to:

• Identify the key components present in all angry confrontations
• Recognise different stages of conflict escalation
• Recognise the signs of conflict and aggression
• Maintain composure when responding to conflict and aggression
• Use skills to manage their words, phrases and body language
• Demonstrate skills to stay calm and manage angry customer behaviour

Conflict Management Training Course Content:

The Conflict Management Training course content is tailored to your organisation.

Key content includes:

Background to conflict:

• Triggers to aggressive behaviour
• Understanding customers’ needs when they are angry
• Stages of conflict escalation
• How our safety can be compromised

Recognising rising anger:

• Reading signs and symptoms of aggression
• Managing conflict 'flashpoints'

Responding to conflict:

• Understanding our natural response to conflict
• Understanding the impact of ‘red rag’ words and phrases
• Managing our body language during conflict
• Staying calm and managing our own responses

Managing conflict:

• Structuring and controlling the conversation
• Listening and calming the situation
• Acknowledging difficulties and customer emotions
• Managing unpredictability (drugs, alcohol, mental illness, etc.)
• Saying ‘No’ effectively
• Handling abusive behaviour
• Solving the problem

If you would like more information about 'Conflict Management Training' or would like to discuss how this course can be tailored to your needs, please contact us by calling 0845 6585678 or using the enquiry form on the contact page.