Established, since 1997, leading UK based training provider.

Conflict Management Training Course

 - One Day
Learn practical tools that you can use in real-life situations. Conflict Management Training
  • How to settle workplace conflict and quickly restore harmony
  • When in conflict, avoid using anger and upset, instead use REASON and LOGIC
  • Don’t emotionalise, instead objectify the situation and quickly find solutions
  • In conflict, know when to compromise and when to stand firm
  • Distinguish “reasons” from “excuses” and have a different policy for each
  • Use the correct level of assertiveness; the proper use of voice tones and body language.
  • How to 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.

Companies We've Trained

Company logo 1
Company logo 2
Company logo 3

The course content I felt was well prepared and has given me some good rational techniques for counteracting challenging behaviour. The trainer's presentation was very good, well spoken and experienced.

Customer Reviews

MEGA Special Offer - Online Training

COVID-19 means there is no face-to-face Conflict Management Training.
The good news is, you don’t have to miss out!

Access your training ONLINE instantly at home.
When you have finished, email us for a PDF certificate of achievement.

Conflict Management Training

Is it true that some people in your organisation do not manage conflict very well? Instead, do they sometimes mis-manage conflict and make the situation worse? Conflict in your team is inevitable and could even be beneficial, but ONLY IF it is managed according to correct principles.

Available as an Open Course or In-House

Conflict Management Training - Course Overview

This is a brief overview of the content covered in the one-day course
For a more in-depth course outline click:

Morning - Managing Intellectual Conflict

  • Conflict is damaging to productivity and happiness and therefore must be resolved
  • Many people mishandle conflict situations and make things worse
  • 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 from the situation.
  • You must know what you want AND what the other wants
  • Use specific language, avoid ambiguous terms
  • Talk about what you can do, not what you cannot do
  • Distinguish between critical responses and cynical responses
  • We want to develop our critical thinking without any cynicism
  • Whenever possible, give affirmative commands
  • Be wary of giving accidental negative commands, 'Don’t panic!'
  • The use and misuse of humour at work
  • How to handle the 'Smiling Assassin' and the 'Social Bully'

Afternoon - Managing Behavioural Conflict

  • Three wrong ways to handle conflict: Anger, upset and evasion
  • The right way to handle conflict: By REASON
  • Self-image psychology. Never attack a person’s self-image
  • 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
  • Notes on proper body language; Gestures, posture, eye-contact and facial expression
  • Notes on proper voice tones; volume, pitch, pace
  • Get the timing right; you can say the right things, in the WRONG place and time
  • Give instant praise and appreciation for any concessions or movement
  • Always finish on a positive note
  • Summary action planning and close
Food Photo Food Photo Food Photo
A selection of food which is available on our open courses - varies per venue

Book Now - Open Training Course Pricing and Availability

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

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

  • A full day of quality training
  • 6 trainer-led hours, additional 2-3 via post-course portal independent learning
  • 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, optional 3 months free telephone coaching

To answer any on-going questions, you will can 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.

Next Open Course Dates

22 April
London - Central
£450 +VAT
29 April
Reading
£450 +VAT
11 May
Birmingham
£450 +VAT
12 May
Manchester City
£450 +VAT
More dates and locations are available -

Training course content was excellent. Has really opened my mind and will change my practice. Trainer's presentation was friendly and very well presented.

Customer Reviews

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 (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 days training
  • Full colour course handbook
  • Preparation work
  • Travel costs and time
  • Written action plan to take away
  • Access to our post course portal
  • Access to our on-line leadership and management decision matrix templates and tools
  • Plus three months FREE telephone coaching to answer any on-going questions

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.

The training course content was really superb and engaging; I will use a lot of these concepts in my daily work. The best course I have been on in a very long time. Trainer's presentation: Positive, lively and engaged the whole group. Felt energised throughout the day.

Customer Reviews
Course Outline

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 give a clear, specific message

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

Conflict Management Training Programme - Afternoon

Four ways to approach conflict resolution situations

Handle Conflict Situations - Rationally, Emotionally or Avoid/Evade

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

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.

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

The most beneficial part of this course was learning how I can better achieve my objectives and work to resolve conflicts. The trainer's presentation was excellent, great subject knowledge and ability to change course as questions were asked in order to give us answers to specific questions.

Customer Reviews