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Conflict Management Training Course -One Day

Learn practical tools that you can use in real-life situations. Conflict Management Training
  • Manage disagreements and conflicts in the workplace
  • For conflict resolution, avoid the use of high emotion, anger or upset
  • Learn our professional conflict management methods to resolve conflicts quickly
  • Develop your confidence to handle difficult people and tricky conversations
  • Learn how to correctly use your voice tone and body language
  • Learn when it’s right to compromise and when it’s right to stand your ground
  • Use praise and appreciation to immediately reinforce any positive changes
Learn in a friendly and relaxed atmosphere with people who are facing similar situations as you.

Conflict Management Training -One Day

About this Conflict Management Training Course

Training to quickly manage conflicts in the workplace. Learn a Dispute Resolution System. Manage negative emotions, agree practical solutions and avoid any unnecessary conflicts: ILM CPD approved training.

It is a sad fact that saying one wrong thing can be enough to destroy the whole conversation.

Conflict management training is important because a mismanaged conflict in the workplace can negatively affect the performance of the team.

There are four major forms of conflict:

  1. Conflict based upon poor behaviour
  2. Conflict based upon differences of opinion
  3. Conflict based on misunderstandings
  4. Conflict based upon "character clashes"

This course will help you to handle all four types of conflict.

Conflict resolution training is about developing five major elements of your communication style:

  1. Words
  2. Tone
  3. Body language
  4. Facts
  5. Feelings

When trying to handle a conflict situation, you need to use only the RIGHT words. You must be careful NOT to use the WRONG words. It is a sad fact that saying just one wrong thing will be sufficient to end the whole conversation. On the course, we will extensively cover what is meant by: the RIGHT use of language.

In addition to getting the words right, it is important to get the voice tone and body language right.
“Voice tones” means the proper volume, pitch and pace of your speech.

“Body language” means your visual impact: your facial expression, eye contact, posture and hand gestures.
On this course we will cover the proper use of voice tones and body language.

In addition to voice tones and body language, during dispute resolutions, it is important to get your facts right. If you base your case on guesses, unsupported opinions and rumours then you will lose credibility. We will cover the importance of basing your communication on facts, not guesses.

In addition to getting the facts right, it is essential to get the emotional balance right. If you are too assertive, or if you are not assertive enough, you will not get the effect you want.

On this conflict course, we will show you how to use the just the right amount of assertiveness.

On this course you will improve your use of words, voice tones, body language, facts and feelings. You will always get the best result from any conflict situation.

I would recommend the course to my peers. It was entertaining and interesting. Gave examples where you can stop and think how it affects you. Asked lots of rhetorical questions, which is required to make you think. Examples provided will definitely be used in my working life. Trainers presentation was knowledgeable, friendly and approachable.

Customer Reviews

Conflict Management Training - One Day Course Overview

Training Programme - Morning

  • How can you get the best result from any conflict situation?
  • During dispute resolutions, speak clearly, rationally and with a positive attitude
  • Self-assessment of your strengths and weaknesses
  • Clarity of purpose. Know what you want
  • You must know what you want AND what the other wants
  • Talk about what you can do, not what you cannot do
  • Distinguish between cynics and critical thinkers
  • The use and misuse of humour at work

Training Programme - Afternoon

  • Use REASON to resolve conflict, not avoidance nor high emotion
  • Use objective, factual language, not derogatory, emotional language
  • Be exact in your description of what is wrong
  • Suggest practical solutions and ask for an agreement
  • Distinguish reasons from excuses and have a different policy for each
  • During dispute resolution, learn when to compromise and when to stand firm
  • When managing conflict, use proper body language and voice tones
  • Give instant praise and appreciation for any concessions or movement

Available Dates and Locations

19 November
Leeds City
£450 +VAT
28 November
Reading
£450 +VAT
5 December
Manchester
£450 +VAT
10 December
London - Central
£450 +VAT
More dates and locations available
Save £50 on this course

Next Open Course Starts in 2 days, Leeds City, places available Book Now >

Please note all our training courses include optional three months FREE telephone coaching to answer any on-going questions.

Course Timings: Start 09:00 - Finish 16:30. Lunch at 13:00, Tea Breaks at 11:00 and 15:00.
6 trainer-led hours, additional 2-3 via post-course portal independent learning

We currently offer training courses in: London, Manchester, Birmingham, Bristol, Maidstone, Scotland, Reading, Dublin, Ireland, Luton, Bedfordshire, Cambridge, Milton Keynes, Leeds, Gloucestershire

The course content was excellent, thorough and well structured. If only I'd had this 15 years ago at the start of my professional career, things might have been a bit easier! The trainer's presentation was very good. Would have been nice to have some time for discussion, but time would make this difficult.

Customer Reviews

Conflict Management Training Course Content

Conflict Resolution Training Programme - Morning

How to get the best from any conflict situation. Be Clear in your use of lanague. Treat everyone reasonably. Maintain a positive attitude

Avoiding conflicts based on misunderstandings

Many conflicts are born of a misunderstanding of an earlier message. By clarifying your original message, you can avoid many errors and misunderstandings.

Clarity of Purpose and Goal Setting

The first thing you must do, is to clarify the goal. You must know what you want and be able to clearly communicate your objectives to others. In addition, you must understand what the other person wants.

The dangers of an ambiguous message

An ambiguous message is one that can be understood in multiple ways. For example, “Send me that document, asap”.

Notes on how to eliminate vagueness and ambiguity from your spoken and written communications.

Clarity is a virtue, vagueness is a vice.

How to give a clear, specific message

We will show you eight ways to clarify your message and ensure there can be no conflict, based on misunderstanding.

How are you perceived at work?

Remember that people make judgements about you, based upon everything you say and everything you do.

You have the power to control what you say and do, and therefore you should decide exactly how you want to be perceived and then act accordingly.

The correct and incorrect use of humour

The misuse of humour can be the source of conflict. We will discuss how to properly use humour and the negative effects of the misuse of humour.

How to define the exact meaning of your message

It is important to be able to accurately express your message, in a single sentence. We will show you how to reduce a complex message to its essential terms, so that it can be more easily and correctly understood.

How to deal with a negative personality

Some people are cynical and negative – they call it being realistic. We will show you how to transform your negative cynic, into a critical thinker.

Avoid making negative suggestions, keep them positive

Every time you speak, you create mental images in the mind of your listener, which are then acted upon. Therefore, it is very important to phrase your message, so that the images you create, correspond to the things that you do want. We call this process embedded command.

Food Photo Food Photo Food Photo A selection of food which is available on our open courses - varies per venue

I found this conflict course really useful, particularly highlighting the importance of using objective language when in conflict situations and the model 'six steps' for managing complains as this is something that presents as a manager. I also found the 'wrong box, right box' method useful, - removing the emotion. The presentation was really well prepared,the handout book is particularly useful as I can use this to refer back too.

Customer Reviews

Conflict Management Training Programme - Afternoon

Four ways to approach conflict resolution situations

Language - Constructive (Specific Facts, Behaviour, Supportive) - Destructive (Derogatory Opinions, Personal Attacks, Negative emotions)

Managing confrontational situations

Conflict is inevitable, since not everybody agrees with your views. How you deal with conflict and confrontation is an important question.

Three common mistakes people make in conflict situations

  1. Many people get too emotional, too quickly.
  2. They argue far too long about what has already happened (the past).
  3. They lose control of their language and make a bad situation, worse.

The proper approach to conflict resolution

We will use reason and objective language to resolve conflict.

What are the principles of rational conflict resolution?

Whilst in conflict, keep your negative emotions under control.
Strictly control your language and don’t verbalise your derogatory opinions.
Don’t argue about the past, instead negotiate a plan going forward.
Operate according to the facts, not your feelings.

The rational approach to handle conflict and difficult people

  1. Your goal is to modify their behaviour, not “win” the argument
  2. "Nip it in the bud" technique, to quickly handle conflict
  3. Don’t use emotional language when dealing with conflict in the workplace
  4. Use objective language
  5. Don’t attack their self-image, character, ego or pride
  6. Give them a clear way out of the conflict
  7. Ask them for a specific change in their behaviour
  8. Distinguish reasons from excuses
  9. Don’t give concessions to excuse givers
  10. Positively reinforce any positive change in their behaviour

Correct use of body language in conflict situations

In conflict situations it is important to get your body language right.

Learn our Pat Goes Ape formula:

  • Posture
  • Appearance
  • Touch (handshake)
  • Gestures
  • Orientation
  • Expression
  • Scent
  • Accessories
  • Proximity
  • Eye contact

Proper voice-tone in conflict situations

  1. Volume
  2. Pitch
  3. Pace
  4. Intensity of emotion
Body Language - Voice Tones - Words

Handle real-life conflict situations

We practice our skills in handling real-life conflict scenarios. You will have the opportunity to present your own problems and we will work out a solution.

Common conflict situations

Interestingly, we all have similar problems when handling other people, for example, dealing with:

  • Harassment issues
  • Consistent lateness
  • Social bully
  • Inappropriate humour in the workplace
  • Aggressive behaviour
  • Poor performance issues

The need for praise and appreciation

The lack of appreciation may be the cause of a conflict situation.

How and when to give praise and appreciation.

Positive reinforcement

Whenever the person makes a move in the right direction, then immediately, “tag it” with a piece of positive reinforcement.

Conflict Management and Resolution Training Summary

Summarise and write your personal development action plan.

Excellent content on managing conflict. Most important part for me was 'wrong box right box' method. Taking emotion out of conflict. Good clear presentation very useful role playing. Helped us relate course content to ourselves individually

Customer Reviews

The Course Training Method

The training method follows this general pattern - the training is very interactive and interesting:

  1. The trainer gives a clear explanation of the point in question with specific examples.
  2. Then, the delegates practice by doing an exercise with each other.
  3. The delegates practice by doing an exercise with the trainer.
  4. All points are supported with full written notes to take away.
  5. Delegates are asked to write down an associated action, for each point made.
    (At the end of the day, we have about twenty such actions, from which the delegates choose six which are the most personally meaningful).

Note: we do not believe in placing people in any situation of embarrassment by demanding that they 'perform' in front of the whole group. So you can relax: come on this course and be at ease; ready to learn new skills!

CPD (Continuing Professional Development) Endorsed Course

CPD Accredited Member

This course, content and delivery has been checked and endorsed by the CPD certification service. They have checked our content training style and organisational methods and venues. CPD have accredited the high quality of our courses.

More information about CPD and The Continuing Professional Development Certification Service can be found here.

Express an Interest

If you feel you would like to attend but cannot yet commit to a secured booking, you can express your interest here.





Open Training Course Pricing and Availability

You are able to book this course online today.

19 November
Leeds City
£450 +VAT
28 November
Reading
£450 +VAT
5 December
Manchester
£450 +VAT
10 December
London - Central
£450 +VAT
More dates and locations available
Save £50 on this course

Next Open Course Starts in 2 days, Leeds City, places available Book Now >

  • Venue Photo
  • Venue Photo
  • Venue Photo
  • Venue Photo
  • Venue Photo
  • Venue Photo
A selection of venue photos

The open training course costs only £450 +VAT per delegate. For this price we provide:

  • A full day of quality training
  • Tea, coffee and cakes
  • Lunch
  • Full colour course handbook
  • Written action plan
  • Certificate
  • Training articles and newsletters
  • Access to additional free training material* after the course

Plus, 3 months free telephone coaching

To answer any on-going questions, you will also receive email and telephone support from your trainer after you have attended the course. Whilst you are implementing what you have learned we will be there to help you if you need us for advice, guidance and coaching.

Course Timings

Start 09:00 - Finish 16:30.
Lunch at 13:00, Tea Breaks at 11:00 and 15:00.

6 trainer-led hours, additional 2-3 via post-course portal independent learning.

After the course, how can you keep the training-momentum going?

We understand that it is important to keep the momentum of the training going, in the weeks after the course. The ideas and methods that you learnt during the course need to be implemented, not just for the two weeks after the course, but for all time!

In order to make that happen, we will give you continued, on-going support after the training course has finished.

* This support comes in the form of...

  • PDF download of the training handbook
  • Newsletters containing training blogs and articles, which will provide you with ongoing training and good ideas, whenever you need them.
  • Fun questionnaires that are designed to tease out your strengths and weaknesses and then give you ideas as to how you might improve your performance.
  • Decision matrices that will allow you to make decisions and prioritise tasks into the correct order.
  • Summary diagrams and mind maps from the course.
  • Conflict scripts that give you examples of how the conflict method can be used, in real life situations.
  • Free eBook the effective leader manager.

All Open Course Dates and Locations

Early Bird Discount - Save £50 Book 3 months in advance for Early Bird Discount. Delegate names can be added later.

Please click a date below to book course places.

Date Area Location Cost Availability

November

19 November 2018Leeds CityLeeds Double Tree, Leeds City (LS1 4BR)£450 +VAT£450 +VATBook Now >
28 November 2018ReadingReading Crowne Plaza, Reading (RG1 8BD)£450 +VAT£450 +VATBook Now >

December

5 December 2018ManchesterManchester Media City - Holiday Inn, Manchester (M50 2EQ)£450 +VAT£450 +VATBook Now >
10 December 2018London - CentralLondon etc. venues, London - Central (W2 2EA)£450 +VAT£450 +VATBook Now >
10 December 2018BirminghamBirmingham etc. venues, Birmingham (B4 6TB)£450 +VAT£450 +VATBook Now >

January 2019

21 January 2019London - CentralLondon etc. venues, London - Central (W2 2EA)£450 +VAT£450 +VATBook Now >
28 January 2019LutonLuton Hilton Garden Inn, Luton (LU2 8DL)£450 +VAT£450 +VATBook Now >
30 January 2019Manchester CityManchester etc. venues, Manchester City (M1 3HU)£450 +VAT£450 +VATBook Now >

February 2019

4 February 2019ReadingReading Crowne Plaza, Reading (RG1 8BD)£450 +VAT£450 +VATBook Now >
6 February 2019Leeds CityLeeds Double Tree, Leeds City (LS1 4BR)£450 +VAT£450 +VATBook Now >
13 February 2019BirminghamBirmingham etc. venues, Birmingham (B4 6TB)£450 +VAT£450 +VATBook Now >
27 February 2019London - CentralLondon etc. venues, London - Central (W2 2EA)£400 +VAT£400 +VATBook Now >

March 2019

4 March 2019Dublin, IrelandDublin The Gresham, Dublin, Ireland (D01 C3W7)£400 +VAT£400 +VATBook Now >
11 March 2019ManchesterManchester Media City - Holiday Inn, Manchester (M50 2EQ)£400 +VAT£400 +VATBook Now >
13 March 2019LutonLuton Hilton Garden Inn, Luton (LU2 8DL)£400 +VAT£400 +VATBook Now >
20 March 2019BirminghamBirmingham etc. venues, Birmingham (B4 6TB)£400 +VAT£400 +VATBook Now >
25 March 2019London - CentralLondon etc. venues, London - Central (W2 2EA)£400 +VAT£400 +VATBook Now >

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This course will be delivered by a trainer from the Corporate Coach Group, at the venues listed above. Select a location above to start booking.

In-House Training Course Pricing and Proposal

This course is also available from just £1,950 +VAT per day as a bespoke in-house group training course in the UK and worldwide.

It has been designed to provide a similar experience to our open courses, however we can tailor the content to fit your specific needs. In-House Group training costs from just £1,950 +VAT per day for up to 20 delegates (international training price varies). Plus, hotel accommodation for trainer if necessary. (Premier Inn type: not the Hilton!)

This price includes:

  • Quality training delivered by an experienced trainer
  • Full colour course handbook
  • Personal written action plans
  • Access to additional free training material after the course
  • Three months free telephone coaching

In-House Proposal Document

Download the in-house training proposal document

Contact Us Today

Please call us on +44 (0)20 3856 3037 to discuss your requirements for the in-house training course.

If you want to know more about any other Management Training Courses, or their suitability for you or a colleague, call us on +44 (0)20 3856 3037.

Course Summary Diagram

This Conflict Management Training course outline is available to download as an A4 poster:

Download the Course Summary document

Email your Manager

If you are reading this page with the intention of attending the course, then you may need to 'put forward a case' to a manager who makes the final decision.

So, you may find it beneficial to give your manager this document, which will give all the information needed to make the right decision.

To do this, please enter the manager's email address below and.. take me to your leader!


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Conflict Management Training Course Quiz

Conflict management training is important because conflict is inevitable.

People are bound to disagree; and that is okay, provided the conflict is resolved quickly and without fuss.
But if the conflict degenerates into a highly charged, Battle of Wills, then conflict can be very costly indeed.

Conflict management training is about ensuring conflicts are managed quickly, professionally and with the minimum of negative emotions.

All conflict managers need specific skills to help them properly manage conflict situations.

Try this course quiz to discover where your conflict resolution skills are strong, and where they are not so strong.

View this page on your computer to complete the quiz!

Score yourself out of 10 for each of the following questions. With 10 representing excellence and 0 representing terrible.

1. Ability to resolve conflicts quickly and without fuss

In your team, to what degree are conflicts resolved quickly and without fuss, or have there been too many instances of disruptive conflict situations?

Score higher if the conflicts are resolved painlessly, and score lower if they are painful protracted events

2. Clear and accurate communication

To what degree are you a clear and accurate speaker, do you find it easy to express yourself verbally, or do you find it difficult to find the right words with which to express your exact meaning?

Score higher if you can express yourself easily and lower if you have trouble expressing yourself

3. Team members coming-on too strong

In your team, do you have people who come-on too strong and say too much?

Score Lower if you do have people who come-on too strong, and HIGHER if people are more measured in the way they handle conflicts

4. Team conflict avoiders

In your team, do you have people who avoid conflict situations because they are afraid to say anything?

Score lower if you have people who shy-away from conflict situations and higher if people are willing to properly challenge unacceptable behaviour

5. Productive and cooperative atmosphere

In your team, to what degree is the office atmosphere positive and cooperative, and to what degree is the atmosphere negative and uncooperative?

Score higher for cooperative atmosphere, and lower for uncooperative atmosphere

6. Use of humour in the office

To what degree is humour in the office used appropriately; or is improper and inappropriate or sarcastic humour sometimes the cause of conflicts?

Score higher if humour is appropriate and lower if humour is used inappropriately or sarcastically

7. Use of praise and appreciation

To what degree is praise and appreciation for good work given in your team?

Score higher if praise and appreciation is given and lower if it is not