Conflict Management

Conflict Management Courses from Train2Excel

This 1 day course is for those who may come into conflict with either the public or colleagues, it raises their understanding of the background to conflict. The contribution they can make to either calming or escalating the confrontation.

During the training day participants learn and practice key skills (role play) to build their confidence, how to maintain composure whilst de-escalating customer conflict. The telltale signs of stress, and how to deal with it.

Course Syllabus

  • Avoiding Conflict
  • Defusing Conflict
  • Learning from Conflict
  • Understanding Good Practice
  • Principles of Conflict┬áManagement