Conflict Management Training
Some ClientsOur approach to conflict management training:
Our conflict management training courses are highly participative workshops in the truest sense. Attendees have an opportunity to explore how they personally respond to conflict and practise skills during individual and group exercises. We believe that the most beneficial elements of our workshops are the many opportunities to perform the new skills and receive feedback (not only from the trainer, but from colleagues also).
We train staff to:
- THINK, rather than REACT to conflict and anger
- Focus on the customer’s needs rather than on their behaviour
- Listen promptly and actively
- Handle strong emotions effectively
- Use words, phrases, non-verbal skills and techniques to defuse angry behaviour
Trainers leading the way:
Each expert trainer has over 15 years experience working in difficult customer environments where, for us, we only had our words, phrases and body language to manage conflict. Our focus is therefore on training attendees to manage emotions and behaviour (their own and the customers!).
All trainers:
- Have a relevant Degree (Management Science or equivalent)
- Are qualified to deliver Conflict Management Training (City & Guilds Programme Number 1886: Award For Delivery of Conflict Management Training)
- Have a minimum of 15 years work experience handling difficult customers
- Have a minimum of 5 years training experience
Member of the Institute of Conflict Management:
The Conflict Training Company is a member of the Institute of Conflict Management (ICM), and operates to the ICM Code of Practice. The ICM is dedicated to 'setting standards in the prevention and management of aggression and conflict'.
At your venue:
We deliver our conflict management training courses at your venue, throughout the UK and Ireland.
Course materials:
Attendees leave the course with a comprehensive workbook, course notes and handouts to reinforce the skills they have learnt.
'All in one' price:
The price we quote for our conflict management training is the price you pay - no hidden extras!