Conflict Management training

Conflict Management training enables participants to see how their actions can either escalate or calm a confrontation.

Anyone working in a customer facing role, dealing with service users or the public could benefit from Communications and Conflict Management training.

Course Content

Using communication to solve problems and reduce the likelihood of conflict
Identifying how we react to emotional or threatening situations
Identifying what can trigger an angry response in others and how we can avoid it
Understanding the escalation of conflict
Applying dynamic risk assessments to conflict situations
Using non-verbal communication
Overcoming communication barriers
Defusing emotive conflict situations
De-escalating conflict situations
Learning from conflict situations
Accessing help and support following an incident

(The content of this course may be adjusted to facilitate a bespoke training package.)


This training is designed around the needs of your staff and your organisation and is usually run over 6 hours. There is also the option of combining this course with Physical Intervention training.


This type of course is often run as a bespoke package, therefore we ask that you contact us to discuss your requirements and help us provide you with a quote.