Conflict Management

Conflict Management training one full day recommended for all who have to face aggressive or demanding customers or service users.

What Will I learn? During the training day participants learn and practice key skills to build their confidence to maintain composure whilst de-escalating customer conflict.

Benefits of conflict management...........By the end of the conflict management training course participants will be better able to:

• Identify the key components present in all angry confrontations
• Recognise different stages of conflict escalation
• Recognise the signs of conflict and aggression
• Maintain composure when responding to conflict and aggression
• Use skills to manage their words, phrases and body language
• Demonstrate skills to stay calm and manage angry people and their behaviour