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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 Course

About this Conflict Management Training Course

Training to help manage workplace conflicts. Learn a Dispute Resolution System to quickly settle conflicts. Settle arguments; manage negative emotions; agree solutions and avoid 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 badly managed conflict in the workplace could cause major damage to the productivity of the whole 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"

You will learn to handle all four types on this course.

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

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

During conflicts you need to use the RIGHT words. You must also AVOID using the WRONG words. It is a fact that saying just one wrong thing will be sometimes be enough to finish the whole conversation. We will extensively cover, the right use of language.

In addition to getting the words right, it is important that you use the right voice tones and body language.
“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.
This course covers 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.

Course content was joined up, simple to follow, made good sense, practical. Trainer’s presentation was very good, kept topic moving never stuck, engaged delegates. Easy listening, very articulate.

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

1 August
£450 +VAT
20 August
London - Central
£450 +VAT
12 September
£450 +VAT
17 September
London - Central
£450 +VAT
More dates and locations available
Save £50 on this course

Next Open Course Starts in 11 days, Birmingham, 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, Kent, Reading, Dublin, Ireland, Leeds, Gloucestershire

The content of this course was exceptionally interesting and easy to understand. I learn a lot about myself and how to improve. I really feel inspired to develop my behaviours after today. Trainer's presentation was very engaging and interesting.

Customer Reviews

Conflict Management Training Course Content

Conflict Resolution Training Programme - AM

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

Resolving conflicts that may be based on poor communication.
The need to act from professional principles, not by your feelings or mood.

In order to manage people properly, don’t act according to your emotions and your mood. Instead act according to a proper method.

The need for clear communication in conflict resolution

The conflict situations you encounter may be based upon miscommunications caused by unclear communication.
Dispute resolution requires clear language; the accurate use of words.

Impression management

Remember that people make judgements based upon how you present yourself.

How do you want other people to perceive you?

  • Confident?
  • Assertive?
  • Fair?

Decide how you want to be perceived by others, and then act accordingly, even if you don’t feel like it.

Communication skills to help manage conflict in the workplace

  • Clear communication is the goal
  • Unclear communication is a problem

How to define your meaning and avoid unnecessary miscommunication

There are many words that cause conflict due to their multiple meanings.
It is important to clarify often quoted but ill-defined words. Examples:

  • Fair – unfair
  • Attitude problem
  • Unprofessional
  • Appropriate dress

Remember that your conflict management skills boil down to your ability to get the words right.

Focus on what CAN BE DONE, not on what cannot be done.

Many people talk for too long about what cannot be done and why it cannot be done.
We need people to talk about what can be done and how it can be done.

When resolving conflict, distinguish between legitimate criticism and cynicism

  • Criticism is legitimate
  • Cynicism is not

How to distinguish between the legitimate complainer and the negative cynic.
How to improve your listening skills

Managing confrontational situations

Conflict resolution examples

The course was clearly set out with content that made you think and opened your eyes. The trainer's presentation was very enjoyable, clear communication and took time to explain aspects that people didn't understand. Moved at a good pace.

Customer Reviews

Conflict Management Training Programme - PM

Four ways to approach conflict resolution situations

Language - Constructive (Specific Facts, Behaviour, Supportive) - Destructive (Derogatory Opinions, Personal Attacks, Negative emotions)
  1. By using the principles of “Reason”- YES
  2. By getting angry and frustrated - No
  3. By getting upset and tearful - No
  4. By ignoring the conflict situation and just hoping that it goes away (avoided conflict) - No

What are the principles of rational conflict resolution?

To operate to the facts, not your feelings.

The Best Method to handle difficult people

  1. Your goal is to modify their behaviour- not win the argument
  2. "Nip it in the bud" technique
  3. Don’t use emotional language when dealing with conflict in the workplace
  4. Use objective language
  5. Don’t attack their self-image. (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. Positively reinforce any positive change in their behaviour

If face to face- then watch your own body language posture

  • Appearance
  • Touch
  • Gestures
  • Expression
  • Eye contact
  • Orientation
  • Proximity

Be aware of your own voice tone:

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

Five practice sessions to handle types of conflict

We work the system and practice our skills. Learn by doing practical work based examples.

Example types of conflict include:

  • Consistent lateness
  • Social bully
  • Inappropriate humour in the workplace
  • Aggressive behaviour
  • Plus; whatever you want to suggest as an example

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 trigger a positive emotional response in the mind of the listener.

Summary and action planning

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

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.

1 August
£450 +VAT
20 August
London - Central
£450 +VAT
12 September
£450 +VAT
17 September
London - Central
£450 +VAT
More dates and locations available
Save £50 on this course

Next Open Course Starts in 11 days, Birmingham, places available Book Now >

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

Please click a location below to book course places.
You can use the arrows below to change which month is shown.

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

Dates Course Venue / Location Total Course Cost
Wednesday 1 Augustetc. Venues Birmingham - Maple House, Birmingham (B4 6TB)£450 + VAT per delegateBook Now >
Monday 20 Augustetc. Venues Marble Arch - Edgware Road , London - Central (W2 2EA)£450 + VAT per delegateBook Now >
Wednesday 12 SeptemberHoliday Inn Manchester Media City , Manchester (M50 2EQ)£450 + VAT per delegateBook Now >
Monday 17 Septemberetc. Venues Marble Arch - Edgware Road , London - Central (W2 2EA)£450 + VAT per delegateBook Now >
Monday 17 SeptemberTBC - Reading, Reading (TBC Reading)£450 + VAT per delegateBook Now >
Monday 24 Septemberetc. Venues Birmingham - Maple House, Birmingham (B4 6TB)£450 + VAT per delegateBook Now >
Monday 24 SeptemberDoubleTree Leeds, Leeds City (LS1 4BR)£450 + VAT per delegateBook Now >
Monday 1 OctoberVillage Hotel, Maidstone Kent , Maidstone Kent (ME14 3AQ)£450 + VAT per delegateBook Now >
Monday 15 Octoberetc. Venues Marble Arch - Edgware Road , London - Central (W2 2EA)£450 + VAT per delegateBook Now >
Monday 15 OctoberTBC - Dublin, Dublin, Ireland (TBC Dublin)£450 + VAT per delegateBook Now >
Tuesday 23 Octoberetc. Venues Manchester, Manchester City (M1 3HU)£450 + VAT per delegateBook Now >
Wednesday 7 Novemberetc. Venues Birmingham - Maple House, Birmingham (B4 6TB)£450 + VAT per delegateBook Now >
Wednesday 14 Novemberetc. Venues Marble Arch - Edgware Road , London - Central (W2 2EA)£450 + VAT per delegateBook Now >
Monday 19 NovemberDoubleTree Leeds, Leeds City (LS1 4BR)£450 + VAT per delegateBook Now >
Wednesday 28 NovemberTBC - Reading, Reading (TBC Reading)£450 + VAT per delegateBook Now >
Wednesday 28 NovemberVillage Hotel, Maidstone Kent , Maidstone Kent (ME14 3AQ)£450 + VAT per delegateBook Now >
Wednesday 5 DecemberHoliday Inn Manchester Media City , Manchester (M50 2EQ)£450 + VAT per delegateBook Now >
Monday 10 Decemberetc. Venues Birmingham - Maple House, Birmingham (B4 6TB)£450 + VAT per delegateBook Now >
Monday 10 Decemberetc. Venues Marble Arch - Edgware Road , London - Central (W2 2EA)£450 + VAT per delegateBook Now >

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