Conflict Management is a recognised qualification and developed to meet the requirements of trainers wishing to deliver scenario based conflict management training.
Level 3: Deliverer of Conflict Management Course raises participants’ understanding of the background to conflict and the contribution they can make to either calming or escalating a confrontation. Candidates will need knowledge and understanding of the sector in which they will be delivering, for example, door supervision, Security Guarding or CCTV Courses. During the training day participants learn and practice key skills to build their confidence and to maintain composure whilst de-escalating customer conflict.

Book a Course from our Wide-range of Venue (Online/ Class-based)

Location Address Date Price Book Now
Online Course / Distance Learning Log in details for learning portal will be provided upon booking £ 319.99
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CANARY WHARF, LONDON 40 Bank Street, Canary Wharf, London, E14 5AB (2 Min walk from Canary Wharf Station) £ 319.99
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CROYDON 1 Priddys Yard, Frith Road, London, Croydon, CR0 1TS (5 Min walk from Croydon Station) £ 319.99
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HARROW 1 Greenhill Way, Harrow, London, HA1 1LE (4 Min walk from Harrow on the Hill Station) £ 319.99
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WOOD GREEN Stuart Crescent, Wood Green, London, N22 5NJ (1 Min walk from Wood Green station) £ 319.99
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ELEPHANT & CASTLE 156 Blackfriars Road, Southwark, Elephant & Castle, London, SE1 8EN £ 319.99
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LONDON BRIDGE 135 Borough High Street, (London Southwark), London, SE1 1NP £ 319.99
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RAINHAM, ESSEX Harbour House, Coldharbour Lane, Rainham, RM13 9YB (unlimited free parking). £ 319.99
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STRATFORD 196 High Street, Stratford, London, E15 2NE (2 Min walk from Stratford station/Stratford Centre) £ 319.99
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Pay Deposit for Any Centre

Location Address Price Book Now
CANARY WHARF, LONDON 40 Bank Street, Canary Wharf, London, E14 5AB (2 Min walk from Canary Wharf Station) You can pay off rest of the balance when you get there for class). £ 100.00
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STRATFORD 196 High Street, Stratford, London, E15 2NE (2 Min walk from Stratford station/Stratford Centre)You can pay off rest of the balance when you get there for class). £ 100.00
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CROYDON 1 Priddys Yard, Frith Road, London, Croydon, CR0 1TS (5 Min walk from Croydon Station)You can pay off rest of the balance when you get there for class). £ 100.00
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HARROW 1 Greenhill Way, Harrow, London, HA1 1LE (4 Min walk from Harrow on the Hill Station) You can pay off rest of the balance when you get there for class). £ 100.00
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WOOD GREEN Stuart Crescent, Wood Green, London, N22 5NJ (1 Min walk from Wood Green station) You can pay off rest of the balance when you get there for class). £ 100.00
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ELEPHANT & CASTLE 156 Blackfriars Road, Southwark, Elephant & Castle, London, SE1 8ENYou can pay off rest of the balance when you get there for class). £ 100.00
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LONDON BRIDGE 156 Blackfriars Road, Southwark, Elephant & Castle, London, SE1 8ENYou can pay off rest of the balance when you get there for class). £ 100.00
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By the end of this 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 customer behaviour

KEY CONTENT INCLUDES:
Background to Conflict
Triggers to aggressive behaviour
Understanding customers’ needs when they are angry
Stages of conflict escalation
How our safety can be compromised
Recognising rising anger
Reading signs and symptoms of aggression
Managing conflict ‘flashpoints’

RESPONDING TO CONFLICT
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

MANAGING CONFLICT
Structuring and controlling the conversation
Listening and calming the situation
Acknowledging difficulties and customer emotions
Managing unpredictability (drugs, alcohol, mental illness, etc.)
Saying no effectively
Handling abusive behaviour
Solving the problem

Unit 1:
Understanding the Principles of Conflict Management, assess and reduce the risk of violence in the work environment. Identify behaviour that indicates an escalation towards violence and take appropriate measures to avoid or calm and defuse the situation. Identify post incident support and report the circumstances to provide information for personal and organisational learning. Demonstrate their ability to apply knowledge and understanding of Conflict Management into a variety of practical settings.

Unit 2:
Designing and delivering Conflict Management scenarios design relevant and effective scenarios for training in Conflict Management, deliver and debrief interactive and scenario based sessions in the context of Conflict Management training.

How you will be assessed:
There is no formal examination is required, but at the end of the course you need to submit a portfolio.

Course Fee: 
Level 3 Conflict Management course fee is £319.99 (Inc all)

Corporate or Group Booking:
Canary Wharf Academy has huge reputation in delivering corporate level training in the United Kingdom and abroad. We offer special discount for corporate or group training for any of our courses where our trainer will come to your place to deliver the training. You can arrange corporate or group a booking by calling or emailing us.

How to book this course?
You can book this course by online (Paypal, Debit /Credit card), Invoice, Bank Transfer, over the phone with our dedicated member of team Tel: 0203 995 5591, 0161 519 4410, 0238 235 5909. Alternatively, you also can walk into our office to book this course. Booking confirmation will be sent out via email instantly.

Assistance Needed?
If you require any sort of help or assistance please feel free to contact us via phone or send us an email and one of our members of staff will be happy to help you.