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Conflict Resolution & Conflict Management Training

Our Conflict Resolution and Conflict Management Training equips frontline staff with practical, legally defensible de-escalation skills to reduce workplace conflict and aggression. Most courses are delivered over one day and are ideal for staff induction, mandatory training, refresher programmes and customer-facing roles. Sector-specific and scenario-based, the training covers face-to-face conflict, managing conflict on the phone, lone working risks and early intervention strategies—supporting organisations to reduce incidents and improve staff confidence.

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Course Content

Every course is tailored, but typical content includes:

  • Recognising early warning signs of conflict
  • Understanding triggers and behavioural cues
  • Communicating with confidence under pressure
  • Applying effective de-escalation techniques
  • Staying safe in high-stress situations
  • Managing complaints and emotional customers
  • Navigating workplace tension and team conflict

Conflict Training 1 Day Course

Delivered by Award-Winning Experts in Conflict Management

Whether you’re supporting front-line staff, managing challenging behaviours, or looking to improve team culture – our tailored, certificated courses are designed to equip your team with practical tools they can use immediately.

Why Choose GoodSense?

  • Trusted by the NHS & Care Sectors:
    Extensive experience training healthcare professionals, secure care teams, and residential staff.
  • Proven Success in the Private Sector:
    From customer-facing retail teams to security services, we understand your unique challenges.
  • Certificated Training:
    All delegates receive formal certification to demonstrate compliance and professional development.
  • Flexible Delivery:
    On-site or off-site, face-to-face or blended — we work around your schedule and environment.
  • 5 Star Google Reviews:
    Excellent feedback from every course.

Built Around Your Needs

We don’t do ‘off-the-shelf’. Our courses are designed around your people, your environment, and your risks – whether you’re a care home in crisis, a council team managing public complaints, a NHS Acute Trust or a business facing customer aggression.

From introductory awareness sessions to advanced practical skills and train-the-trainer programmes, we’ll help you find the right fit.

Course Outcomes

The course is designed to help attendees:

  • Become more confident about dealing with violence and aggression by identifying types of behaviour and violent aggressive behaviour triggers
  • Know the health and safety issues regarding violence and aggression in the work place
  • Recognise and understand how their own body language and methods of communication can affect others
  • Realise that defusing and de-escalating situations are by far the best way of dealing with a potentially violent or aggressive situation

Course Benefits

After completing the Conflict Resolution training, delegates will receive a Certificate in Conflict Resolution accredited by Good Sense Training and be able to:

  • Identify the key triggers that can cause conflict
  • De-escalate aggressive people
  • Diffuse volatile situations
  • Use proven step-by-step techniques to deal with difficult circumstances
  • Deal with potentially violent scenarios

Download our Course PDF

To find out more information about our course you can download the pdf above, or you can or speak to one of our friendly advisors by clicking the button below.

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Course duration

1 – 3* days bespoke training

(Dependent on level of risk)

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Course learners

12 Per Course

(National Guidance states a ratio of 1 trainer per 12 delegates)

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Course Objectives

Prevention Management Violence Aggression

Upon completing the course delegates will:

  • Describe common causes of conflict
  • Describe two forms of communication, i.e. verbal and non-verbal
  • Give examples of communication breakdowns
  • Explain three examples of communication models that can assist conflict
  • Understand patterns of behaviour that may be encountered during different interactions
  • Explain the different warning and danger signs
  • Give examples of impact factors
  • Describe the use of distance when dealing with conflict
Conflict Management
  • Explain the use of ‘reasonable force’ as it applies to conflict management
  • Describe different methods for dealing with possible conflict situations
  • Recognize how to use non-verbal communication in emotive situations
  • Know how to overcome communication barriers in emotive situations
  • Defuse emotive conflict situations
  • Identify how to work with colleagues to de-escalate conflict situations
  • State the importance of providing exit routes and space
  • Identify the benefits of reflecting on learning from conflict situations

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GoodSense Conflict Resolution Training helps you to make sure your staff remain safe at work and have the confidence, skill and understanding to prevent and manage difficult situations.

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