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Conflict Resolution


This qualification provides employees with a foundation in conflict resolution. Emphasis is placed on the importance of personal safety when assessing risks, managing escalation, and de-escalating confrontational behaviour in a workplace situation.

Who needs this qualification?

This qualification is ideal for anyone who requires training in conflict management. It is appropriate for a wide range of sectors and is suitable for anyone who has a customer facing role, dealing with service users or the public. It is also a useful qualification for individuals who would like a better understanding of how to prevent conflict situations from arising and who would like to gain more confidence in being able to deal with conflict situations.

Why is this training important?

Conflict resolution training aims to improve communication skills and teamwork among employees which helps to build strong and long-lasting work relationships. Conflict resolution training is essential for fostering a positive work environment, improving relationships, reducing disruptions, and enhancing the overall effectiveness of individuals and organisations. By investing in conflict resolution training, individuals and organisations can proactively address conflicts and create a more harmonious and productive environment.

Course content

  • Positive communication
  • Managing customer expectations
  • The difference between assertiveness and aggression
  • Human responses in conflict situations including effects of fear, the “fight” reaction, triggering an angry response in others
  • Assessing and reducing the risks in conflict
  • De-escalating conflict in emotive situations
  • Confronting unacceptable behaviour
  • Good practice following a conflict situation

Learning outcomes

Upon completion of the course, learners will be able to:

  • Understand the communication cycle, body language, tone of voice and whether the behaviour demonstrated, is assertive, aggressive or passive
  • Recognise the different human responses to conflict and how to manage them
  • Identify potential triggers to conflict
  • Assess and reduce the risks in conflict situations
  • Identify the different phases in behaviour
  • Identify levels of threat from people, the environment, and weapons
  • Know how to put their own safety first in a conflict situation including exit routes and attitude
  • De-escalate conflict in emotive situations-including non-verbal communication
  • Know how to resolve conflict and good practice following any conflict situation
Certificated by: Ouch Learning & Development
Duration: 1 Day
Assessment: No formal assessment
Prerequisites: None
Validity of award: 3 years
Learner-to-trainer ratio: Maximum 12 learners per trainer
Delivery formats available: Face-to-face or Live Online

Available dates

09:00 - 17:00
£190.80 inc. VAT
15 places remaining
Ouch Learning and Development - Wimborne

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