Conflict Resolution Training

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.

Call us about this course

Course duration

1 – 3* days bespoke training

(Dependent on level of risk)

Course learners

12 Per Course

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

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

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