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Managing conflict in the workplace
Wed 8th November
University of York

Course Content
During the training day participants learn and practice key skills to build their confidence to maintain composure whilst de-escalating customer conflict.


You can choose to gain Institute of Leadership and Management (ILM) accreditation for this course. Through achieving sufficient appropriate courses you can gain a full ILM certificate in Leadership & Management, level 5. 

Course Benefits

By the end of the day delegates 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

Pricing & Funding


Contact Information:
For more information, please email here.

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