Conflict Management

Its likely that most of us will experience conflict in the workplace at one time or another, either directly or as an observer. This course helps workers identify what conflict is and why it important to acknowledge and deal with it in a professional manner. Using professional actors the delegates will experience ways of identifying and dealing with conflict

We focus on techniques to identify the best way to deal with the source of the conflict to achieve the best outcome for both parties and leaving the experience on a positive.

Who should attend:

Anyone who comes into contact with members of the public. Teams that experience conflict from  other parts of the organization. Anyone that would like help with how they personally respond to conflict.


Half day


UK and Europe

Delegate Numbers:

Min 3, Max 12

Module 1 - What is conflict?
  • What is conflict?
  • Who experiences conflict?
  • How confident are you at dealing with conflict?
Module 2 – Reactions to conflict
  • Discover the different ways people react, fight or flight
  • The importance of recognising and dealing with conflict
Module 3 - Understanding Human Behaviours
  • Emotional States – Identifying the emotional state of the antagonist and learn the most appropriate and effective way of responding
  • Matching Energy – Empathizing with the other person’s sense of urgency
  • Telephone Skills – Practise correct telephone manner and language
  • Lightning Round – High pressure exercise to test the delegates reactions to conflict
Final Assessment
  • Final assessment with follow-up plan

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