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Conflict Management

Course Details

This 1 day Conflict Management courses identifies that most people don’t actually enjoy confrontation and conflict. Conflict can begin with a difference of opinion and may easily escalate if left unchecked. As long as one of the parties in the conversation has the skills to manage conflict, there is a great opportunity for an early and satisfactory resolution.

By understanding the causes of conflict and how to manage it, both internally and externally, it can increase harmony with clients and team members alike. Reduced conflict leads to more productivity, positive outcomes and productive working relationships.

Benefits to you

By the end of the course, participants will be able to:

Identify what is meant by conflict

Identify the main causes of conflict

Understand how to manage aggressive behaviour in others


Course Contents

  • What do we mean by ‘conflict’.
  • How to identify the signs of escalating behaviour.
  • The main causes of conflict.
  • Identify the profiles of individuals that are likely to find conflict.
  • How to manage conflict situations.
  • How to mediate conflict between others.
  • How to be assertive in dealing with conflict.
  • How to manage aggressive behaviour in others.
  • How to avoid increasing the risk of conflict in a situation.
  • How to deliver feedback to individuals who are in different mental states.
  • How to effectively deliver ‘bad’ news.
  • How to deal with generally ‘difficult’ people.

Who should attend?

All levels of staff in an organisation that come into contact with clients or team members

What's Included

Course notes


Buffet lunch

End of course certificate