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Corporate
Coach Group

Resolve Workplace Conflicts Quickly and Professionally

Conflict Management Training 1 day

Are there people in your organisation who mis-manage conflict? While conflict within teams is inevitable and can even be beneficial, it must be handled using the right principles. Our 1-day CPD accredited Conflict Management training course equips you with the skills necessary to resolve conflicts swiftly and effectively.

Available as an open course at venues across the UK, as live online training via Microsoft Teams, or as bespoke in-house training tailored to your organisation.

★★★★★
"The course was clearly set out with content that made you think and opened your eyes." - Richard Thomas, ASDA
CPD Accredited
Established 1997
6 CPD Hours
Delivery Options Upcoming Dates

Course Overview

What is Conflict Management Training?

This conflict management training is designed to help you prevent unnecessary conflicts, and to deal quickly and professionally with those conflicts that do occur.

The course shows you how poor communication leads to misunderstandings and conflict, and how you can reduce the number of disputes by improving the clarity and precision of everything you say and write.

When conflicts do occur, or when you need to address unacceptable behaviour or poor performance, swift action is essential. Poorly managed conflicts escalate into costly disputes that damage team morale, productivity and working relationships.

You will learn how to manage conflicts in a professional, objective and expert manner, and how to avoid the negative emotions that so often make difficult situations worse. The course places particular emphasis on the language you use: the difference between constructive, factual communication and the destructive, emotional language that inflames conflict rather than resolving it.

When you complete this course, you will know exactly how to minimise the number of conflicts in your workplace and how to resolve those that do arise quickly and with confidence.

Core Skills

The Key Skills Covered

This course is built around two core pillars: preventing conflicts through clearer communication, and resolving conflicts that do occur using structured, rational techniques. Together these give you a complete toolkit for managing conflict at work.

  1. 1

    Clear, Unambiguous Communication

    Most workplace conflicts begin as misunderstandings. By expressing your message precisely and removing vague or ambiguous language from your communications, you eliminate a major source of unnecessary conflict before it starts.

  2. 2

    Conflict Prevention

    Establish clarity of purpose and communicate your goals and expectations clearly to others. When people understand exactly what is expected of them, disputes over intent and meaning become far less frequent.

  3. 3

    Rational Conflict Resolution

    When conflict arises, operate according to the facts rather than your feelings. Use objective, specific language to de-escalate tension, keep the conversation productive, and negotiate a practical solution without emotionalising.

  4. 4

    Assertive Communication

    Be clear and firm without being aggressive. Learn how posture, voice tone, pace and eye contact affect how your message is received in high-stakes conversations, and how to project confidence and calm under pressure.

  5. 5

    Performance and Behaviour Management

    Address poor performance and unacceptable behaviour promptly and professionally. Distinguish genuine reasons from excuses, avoid concessions that reward avoidance, and give the other person a clear path forward.

  6. 6

    Positive Reinforcement

    Immediately acknowledge and reinforce any move in the right direction. Using specific, genuine praise and appreciation embeds behavioural change, builds trust, and creates a more cooperative working environment over time.

Who Is This Course For?

Who Should Attend This Conflict Management Training Course?

Suitable for anyone responsible for managing relationships, performance or team dynamics at work.

Managers and Team Leaders

Manage conflict and difficult conversations with greater confidence and authority.

HR and People Professionals

Handle workplace disputes and performance issues in a fair, consistent and legally sound manner.

Supervisors and Team Members

Deal with interpersonal friction and difficult colleagues without damaging working relationships.

Anyone Dealing with Difficult Behaviour

Gain practical techniques for handling aggression, negativity and unacceptable conduct professionally.

Also beneficial for HR professionals handling workplace disputes, supervisors dealing with difficult colleagues, and team members who want to handle interpersonal friction more confidently.

Course Agenda

Conflict Management Training Course Details

AM

Morning Session • Conflict prevention through clearer communication

Understand how misunderstandings create conflict, learn to express your message with clarity and precision, and develop the communication habits that prevent unnecessary disputes from arising in the first place.

Many workplace conflicts are not really conflicts at all; they are the consequence of a misunderstood message. When the original communication was ambiguous or incomplete, disagreements are almost inevitable. This opening session establishes why clarity of communication is the single most effective conflict prevention tool available, and sets the foundation for the rest of the morning.
Before you can communicate effectively, you must be clear about what you want. This topic covers how to define your goal with precision, how to communicate your objectives so that others understand and agree with them, and why taking the time to understand the other person's goals is equally important. When both parties know what success looks like, the conditions for conflict are dramatically reduced.
An ambiguous message is one that can be understood in two or more different ways. A phrase such as 'can you send me that document when you get a chance' is open to widely different interpretations. This session explores how vagueness and ambiguity enter our communications and why, as a guiding principle, clarity is a virtue and vagueness is a vice. You will learn to spot ambiguity in your own messages before it causes problems.
We cover eight practical techniques for making your spoken and written communications more precise. These include specifying exact quantities, naming deadlines, defining your key terms, and checking for understanding before assuming agreement. Applied consistently, these techniques reduce the number of misunderstandings in your organisation significantly.
People form judgements about you based on everything you say and do. Your reputation for clarity, fairness and reliability directly affects how people respond to you in difficult situations. This session encourages you to think deliberately about the impression you make, and to act in a way that earns the trust and respect that makes conflict far less likely.
Humour, used well, reduces tension and builds rapport. Used poorly, it is one of the most common triggers of workplace conflict. We examine the principles of appropriate professional humour, the specific types of humour that cause offence or undermine authority, and how to handle situations where someone else's humour crosses a line.
A useful discipline is to be able to summarise your message in a single, unambiguous sentence. This topic shows you how to reduce a complex idea to its essential meaning, strip out the noise, and communicate it in a way that leaves no room for misinterpretation. The skill is particularly valuable when giving instructions, setting expectations or addressing performance concerns.
Some people approach every situation with cynicism and negativity; they interpret this as being realistic. Left unchallenged, a negative personality can infect the whole team and create an environment where conflict thrives. We show you how to re-engage a cynic constructively, redirect negative energy into critical thinking, and set boundaries on behaviour that undermines cooperation.
Every time you speak, you implant a mental image in the mind of your listener, and that image influences their behaviour. Telling someone what not to do is far less effective than describing what you do want. This session covers the principle of embedded command: how to phrase your messages so that the image you create in the other person's mind corresponds to the outcome you actually want.
PM

Afternoon Session • Conflict resolution and performance management

Learn a structured, rational approach to resolving conflict; covering objective language, body language, assertiveness and the specific techniques for handling poor performance, difficult people and common workplace disputes.

When conflict arises, people tend to respond in one of four ways: rationally, emotionally, by avoiding the situation, or by evading responsibility. Three common mistakes account for most failed conflict conversations: getting too emotional too quickly, spending too long arguing about the past, and losing control of language in a way that escalates rather than resolves the problem. We introduce a rational framework for choosing the most effective approach in any given situation.
Rational conflict resolution rests on four principles: keep your negative emotions under control while the conversation is taking place; control your language and do not verbalise derogatory opinions or personal judgements; avoid arguing about what has already happened and focus instead on negotiating a plan going forward; and operate according to the facts of the situation, not your feelings about it. These principles, applied consistently, transform the quality of your conflict conversations.
We cover a ten-step practical framework for handling conflict situations professionally. Key steps include: defining your goal as changing behaviour rather than winning the argument; using the 'nip it in the bud' technique to address problems early; switching from emotional to objective language; not attacking the other person's self-image, character or pride; giving them a clear way to exit the conflict with their dignity intact; asking for a specific, observable change in behaviour; distinguishing reasons from excuses; and positively reinforcing any move in the right direction.
In conflict situations, your non-verbal communication often carries more weight than your words. This session introduces the 'Pat Goes Ape' formula: Posture, Appearance, Touch (handshake), Gestures, Orientation, Expression, Scent, Accessories, Proximity and Eye contact. You will learn which non-verbal signals project confidence and openness, which ones project aggression or weakness, and how to read the body language of the person you are in conflict with.
The tone of your voice communicates your emotional state as clearly as your words. Four elements are critical: volume, pitch, pace and the intensity of emotion in your delivery. Speaking too loudly signals aggression; too quietly signals uncertainty. Speaking too quickly signals anxiety; too slowly can seem contemptuous. This session shows you how to calibrate each element so that your voice conveys authority, composure and genuine intent to resolve the issue.
The afternoon includes structured practice using real-life conflict scenarios. You will have the opportunity to bring your own examples and work through them using the techniques covered earlier in the day. Practice with feedback from the trainer and fellow delegates is the most effective way to embed the skills so that they are available to you under pressure.
Certain conflict situations arise repeatedly across organisations and industries. These include: harassment issues, consistent lateness, social bullying, inappropriate humour in the workplace, aggressive or confrontational behaviour, and persistent poor performance. We work through each of these scenarios, covering the specific language and approach that produces the best outcome in each case.
A lack of appreciation is a surprisingly common trigger for conflict. When people feel unacknowledged for their efforts, resentment builds and cooperation deteriorates. This session covers the principles of meaningful praise: when to give it, how to make it specific enough to be credible, and how regular, genuine appreciation creates a more cooperative team culture in which conflict is far less likely to take root.
Whenever someone makes a move in the right direction, reinforce it immediately and specifically. Positive reinforcement is one of the most powerful tools available for embedding lasting behavioural change. The afternoon closes with a personal development action plan: each delegate identifies the specific techniques they will apply first and the situations in which they will use them, ensuring the learning translates directly into practice.

Availability and Pricing

Delivery Options

Choose the delivery format that best fits your schedule and team.

All options deliver the same high-quality content.

Online Live Training

£350 +VAT

per delegate

Interactive live sessions delivered via Teams using our superior green-screen technology.

  • Same content as face-to-face
  • Learn from home or office
  • Delivered via MS Teams
  • Laptop or tablet with webcam
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Most Popular

Open Course

£475 +VAT

per delegate

Early bird offers available

Join scheduled courses at venues across the UK including London, Birmingham, Manchester & more.

  • Venues across the UK
  • 9:00 am to 4:30 pm
  • Tea and coffee from 8:45 am
  • Network with peers
Book Open Course

Bespoke In-House

£2250+VAT

per training day

We come to you. Training delivered at your premises, tailored to your team's specific needs.

  • Your premises or online
  • Tailored to your organisation
  • Dates to suit your schedule
  • We can train in your timezone
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All Our Training Includes

Full 1 day of expert training delivered by an experienced trainer
CPD-endorsed course: 6 CPD training hours (plus 2-3 additional hours via post-course online learning)
Full digital interactive course notes
Official training certificate
Access to free additional training material via our post-course portal
3 months of free telephone coaching while you implement your learning

Questions? Call 020 3856 3037 or 01452 856091

Upcoming Dates

Next Available Course Dates

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No upcoming dates are currently listed.
Please get in touch to enquire about availability.

Contact Us

Frequently Asked Questions

Course FAQs

You can book directly online via our course dates page, call us on 020 3856 3037, or make an enquiry and we will call you back. We accept payment by BACS, cheque or credit card. Once booked, you will receive a confirmation email with full joining instructions.
Yes. We can deliver this course exclusively for your team at your premises or online, on dates to suit you. Bespoke in-house training is priced per day rather than per delegate, making it cost-effective for groups of four or more. We can also tailor the content to address your organisation's specific challenges.
Resolving conflicts matters because your organisation depends on people cooperating with each other. When cooperation is replaced by conflict, productivity falls, morale deteriorates and talented people leave. You need ways to minimise the number of conflicts, and when conflicts do arise you need to resolve them quickly and professionally, before they escalate into costly disputes.
The sources of conflict fall under two broad headings: conflict of ideas, and behavioural conflict. Conflict of ideas occurs when people hold different opinions, plans or proposals. Managing this type of conflict requires strong communication and persuasion skills. Behavioural conflict occurs when someone is doing things you do not want them to do, or failing to do things they should be doing. Addressing this requires the ability to modify another person's behaviour using objective language, clear expectations and consistent follow-through. Both types are covered in depth on this course.
Yes, the training is highly interactive. Sessions include group discussions, exercises, case studies and individual action planning. The trainer actively teaches expert content rather than simply facilitating discussion, so delegates leave with structured knowledge they can apply immediately. The style is engaging and practical throughout.
The six steps to resolving conflicts are: listen, empathise, find the facts, negotiate a solution, confirm understanding, and close.
  1. Listen: allow the other person to speak without interruption.
  2. Empathise: try to see the situation genuinely from their perspective.
  3. Find the facts: separate the objective facts from the hostile feelings.
  4. Negotiate a solution: based on a logical evaluation of the facts, agree a practical plan.
  5. Confirm understanding: restate the agreed plan and gain their explicit commitment to it.
  6. Close: stop arguing and move the conversation forward, or bring it to a professional end.
Delegates come from a wide range of industries, roles and organisational levels. Many come from organisations that are going through significant change, where conflict tends to increase. What they all share is a desire to handle difficult people and difficult conversations more effectively, and to create a more cooperative and productive working environment. Delegates are varied in personality and background, but consistently report that the course content is practical, immediately applicable, and directly relevant to the challenges they face.
Open courses run from 9:00 am to 4:30 pm. Delegates are welcome to arrive from 8:45 am; tea and coffee are available from that time. The course includes mid-morning and mid-afternoon breaks plus a lunch break.

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On This Page

  1. 1 Course Overview
  2. 2 Key Skills
  3. 3 Who Should Attend
  4. 4 Course Agenda
  5. 5 Delivery Options
  6. 6 Upcoming Dates
  7. 7 FAQs

Book This Course

Online Live Training £350 +VAT
Open Course £475 +VAT
Bespoke In-House £2250 +VAT/day
Book Open Course Enquire About In-House

Questions? Call us on

020 3856 3037
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Customer Reviews

What Delegates Say About This Course

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Read Our Customer Reviews
★★★★★

"The course content was Excellent, learnt so many skills that I didn't have. Great teachers that really got the best out of us .... interaction was 1st class, live online via MS Teams"

Greg Austin

Billesley Manor

★★★★★

"Really clear and thorough course, I now feel equipped to handle any conflict situations (both professional and personal) The most beneficial was the Right box / Wrong box. response, Chris was clear, professional and engaging. Top marks! "

Chloe Ward

Whitmar Publications Ltd

★★★★★

"I now understand that lack of appreciation is often the cause of conflict and that an efficient leader should seek to change the future behaviour. The trainers were very practical, clear and able to communicate very efficiently. They were unambiguous and made the sessions very interesting."

Chinyere Umeh

Niger Delta Development Commission

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Ready to Resolve Conflicts More Effectively?

Enrol on our next open course, book a live online training session, or speak to us about tailored in-house delivery for your team.

Book Open Course Enquire about In-House

Or speak to a member of our team directly:

020 3856 3037 01452 856091