Conflict is inevitable, but how you handle it makes all the difference. Our conflict resolution training equips staff with the skills to manage conflict effectively, reduce misunderstandings, and confidently navigate difficult conversations. Participants will learn techniques to de-escalate tensions, express concerns respectfully, and resolve conflict in a way that accommodates all parties. This focus provides practical strategies to staff members whose role may require them to communicate with confidence in heated situations.
What will participants learn?
Conflict resolution training equips staff with the skills to:
- Identify potential sources of conflict
- Prevent misunderstandings before they escalate
- Address different types of conflict
- Voice concerns with confidence and respect
- De-escalate tensions
- Reduce defensiveness, resistance, and high emotions
- Ensure personal safety in potentially violent situations
Who is it for?
This training is valuable for staff and volunteers in any environment where conflict could arise through misunderstandings, differing opinions, opposing needs or values, life stresses, unmet expectations, or service failures. Participants could include aspiring or existing managers or team leaders, HR professionals, frontline or customer service staff, health and social care staff, educators, community wardens, and anyone else who wants to communicate with confidence in heated situations.
What does the course include?
- The primary causes of conflict
- A way to identify and manage different types of conflict
- Techniques to respectfully express concerns
- Communication strategies to voice concerns professionally
- Tactics to de-escalate tension, defensiveness and high emotions
- Methods to resolve conflict amicably and effectively
- Guidance to maintain personal safety in potentially aggressive situations
- Case studies and scenarios that demonstrate effective conflict resolution
- Opportunities to practice key conflict resolution techniques
- A reference sheet on putting conflict resolution into practice
