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1 Days

Conflict Management Course

Frustrated coworkers in heated discussion, expressing disagreement in office setting.

Delivered by experienced instructors with backgrounds in security, care, and customer-facing sectors, this course supports compliance with the Health and Safety at Work Act 1974 and guidance from the Security Industry Authority (SIA). It promotes safer workplaces by reducing risk and fostering positive, respectful interactions.

Our Conflict Management Course equips learners with the skills, techniques, and confidence to recognise, defuse, and manage conflict safely and professionally in the workplace or public-facing environments. The training focuses on understanding the causes of conflict, improving communication, and applying de-escalation strategies that prevent situations from escalating into aggression or violence.

  • Frontline staff in security, healthcare, education, hospitality, or retail
  • Managers and supervisors responsible for staff safety and conflict resolution
  • Public service workers and lone workers
  • Anyone who interacts with members of the public or deals with challenging behaviour
  • Understanding what conflict is and why it occurs
  • Early recognition of warning signs and triggers
  • Communication and body language awareness
  • De-escalation techniques and calming strategies
  • Managing verbal aggression and difficult conversations
  • Maintaining personal safety and situational awareness
  • Working within legal and organisational boundaries
  • Recording, reporting, and reflecting on incidents
  • Post-incident support and recovery
  • Building confidence to manage conflict effectively
  • Ongoing tutor observation and participation
  • Practical scenario exercises
  • Short knowledge check at the end of training
  • Certificate of Completion issued (valid for 3 years)

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Learning Outcomes

By the end of the refresher, participants will:
  • Recognise the early signs of potential conflict and take appropriate action
  • Use communication and de-escalation techniques to manage difficult situations
  • Maintain personal safety while protecting others and the organisation’s reputation
  • Understand the legal framework and responsibilities when managing conflict
  • Contribute to a safer, more respectful, and cooperative workplace environment
  • Course Format
  • Duration: 1 Day
  • Delivery: Classroom-based, on-site group training, or blended format
  • Includes interactive discussions, real-life case studies, and role-play exercises
  • Group sessions: Ideal for teams — on-site delivery and volume pricing available