About This Course

Bespoke Conflict Management Training. Every business faces different challenges, which is why our Conflict Management Training is tailored to your organisation, your people and your Standard Operating Procedures (SOPs). Whether your teams work in retail, hospitality, security, leisure, transport or any other customer-facing environment, our experienced trainers will design a course that reflects the situations your staff are most likely to encounter. Our practical, scenario-based training gives employees the confidence, knowledge and skills to manage conflict professionally, communicate effectively and de-escalate challenging situations before they escalate. From handling complaints and difficult conversations to responding to aggressive behaviour and criminal incidents, learners develop techniques they can apply immediately in the workplace.

Curriculum

• Communication

• Human Responses to Conflict

• Assessing and Reducing Risk

• Communicating Effectively

• De-escalating Conflict in Emotive Situations

• Good Practice

• Assessments throughout the Course