This Highfield accredited course aims to provide participants with the knowledge and skills needed to effectively manage and resolve conflicts in the workplace, fostering a more harmonious and productive work environment.
Delivery Method: Face-to-face session
Learning Hours: 1 day
Key topics:
- Understanding conflict – definitions, causes, and potential impact on individuals and organisations.
- Recognising early warning signs – how to identify behaviours that indicate potential conflict.
- Effective communication skills – using active listening, questioning, and empathy to de-escalate situations.
- Managing customer conflict – techniques for handling challenging behaviour in a customer-facing role.
- De-escalation strategies – maintaining control, defusing aggression, and keeping situations calm.
- Conflict resolution models – structured approaches to achieving positive outcomes.
- Personal safety awareness – understanding risk factors and strategies to protect yourself and others.
- Post-incident considerations – reporting, reflection, and supporting those affected.
Assessment details
This course has no assessment requirements.
On completion of this course you will gain a Highfield accredited Level 2 Award in Conflict Management.
If you are an employer looking to enrol multiple staff on to this course we can offer this course on site at your place of work. (please note ACT/ALS will not cover any additional costs this may incur)