Conflict Management

Conflict is an inevitable part of work. We’ve all seen situations where people with different goals and needs have clashed, and we’ve all witnessed the often intense personal animosity that can result.

Conflict situations and training involves

• Triggers to aggressive behaviour

• Understanding customers’ needs when they are angry

• Stages of conflict escalation

• How our safety can be compromised

• Reading signs and symptoms of aggression

• Managing conflict ‘flashpoints’

• Understanding our natural response to conflict

• Understanding the impact of ‘red rag’ words and phrases

• Managing our body language during conflict

• Staying calm and managing our own responses

• Structuring and controlling the conversation

• Listening and calming the situation

• Acknowledging difficulties and customer emotions

• Saying no effectively

• Handling abusive behaviour

• Solving the problem

Our business conflict training courses in Leicester are bespoke and designed for your business needs. We will assess your organisation and identify how the course best suits your current business needs.