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This course is for anyone who faces conflict when simply trying to do their job. 

You may work in a public-facing organisation, dealing with customers who are occasionally angry or even threatening. Or your organisation may deal with clients who are sometimes anxious or irate or and who take that out on you. Whatever the circumstances, if you feel that you need to sharpen your abilities to calm a situation and reach a satisfactory conclusion, then this course is for you.

The aims of the course are:

  • To help you to recognise the different types of conflict and the  common causes of conflict.

  • To give you an understanding of the benefits of a conflict risk assessment in your role.

  • To help you assess the level of risk implied in the initial stages of a confrontation

  • To make you familiar with the different strategies that can be used to either prevent conflicts from occurring or to prevent them from escalating.

  • To give you an understanding of the various ways to deal with confrontations and ongoing conflicts, including forms of alternative dispute resolution such as mediation.

  • To give you an understanding of the law in relation to conflict management.

We look at

  • What is Conflict?

  • Who has experienced conflict and what where the outcomes?

  • Communication Skills – How we communicate (Using the “I” Statement)

  • Listening Skills and types – Listening Exercise

  • What is behaviour? What are the functions of behaviour?

  • Emotional Intelligence

  • Remaining Calm - Roleplay

  • Stress and its effects

  • De-escalation - Roleplay

  • When to step back

This training is available as in-house or online training for your own staff

We will be happy to arrange a session of this course for up to 12 of your staff, at a time that suits best for you. The costs can be as low as £40 per attendee.

For a no-comitments chat contact us on or call 07415 652 522

Conflict De-escalation and Resolution

"Course was informative and entertaining. A good balance between topics and lighthearted anecdotes.

"Thoroughly enjoyed the course. Trainer engaging, knowledgeable and entertaining."


Robertson House, 152 Bath Street, Glasgow G2 4TB

Wednesday, 5 February 2025

09.30 - 16.30


If you would like to chat with us about a course before booking email us at or call us on 07415 652 522

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