Conflict Management

This one-day course explores key elements of conflict and how to help manage it.  It is designed for management, staff or volunteers as it demonstrates how to manage emotions in difficult situations.  By doing this we can help influence or negotiate change, which can have a positive effect on others, thus reducing time and resource for your organisation in sorting out various issues.    

Course Aims

  • Identify the signs of conflict and escalation
  • Build confidence to take effective action
  • Establish principles of de-escalation
  • Develop practical skills applicable to the workplace

Course Objectives

  • Establish what conflict is and how it evolves
  • Identify the three main behaviour types and their effects on other people
  • Explore how to manage your own emotions and build rapport with others
  • Discuss ways to negotiate and create a win/win situation 

Course Programme

  • Introductions and housekeeping
  • Conflict Management
           What is conflict
           How conflict evolves and what causes it
           Negative and positive conflict
           Conflict Life Cycle
  • Understanding challenging behaviour
  • Managing your emotions and building rapport
  • Resolving conflict and negotiating
           How to overcome conflict
           Interest based relationship (IBR)
           Win / Win

Course Duration

Up to 6.25 hours (i.e. 10am to 4:15 pm) including breaks and 45 minutes for lunch

This course is suitable for

  • In-house 'face to face' training
  • On-line training 'Live' (using Zoom)
  • Webinar sessions

Webinar (on-line seminar)

Taking the main topics from our training day, allowing participants to focus on a specific area only.  Each session is delivered ‘live’ on-line using Zoom for approx 60 - 80 minutes (topic plus Q&A), dependent on participant interaction.  

Webinar  Topic

Developing a 'Volunteering Culture'

Participants will explore the significance of establishing a ‘Volunteering Culture’ within their organisation (a person-centred approach) from the point of initial volunteer interest, to recruitment and ongoing management 

Legal status of volunteers

This Webinar identifies how volunteers fit into a charitable organisation from a legal perspective, what ‘Rights’ they have and how the Charity can reduce their potential risks of legal action by a volunteer

Managing common volunteer issues

This Webinar will initially discuss elements of good practice before identifying various common management issues (scenarios).  Participants are welcome raise issues of their own to find a management solution

Personal 8a

Course Fees

Type of organisation
half day
full day
charitable/not for profit
other organisations
Cost includes:  
Course delivery, training materials, handouts, evaluations and certificates for up to 16 participants.  
NB:  Additional travel costs may apply for any booking over 80 miles and may be invoiced separately, charged at 45p per mile for car use and / or actual costs of alternative methods of travel.  Accommodation costs will be based on individual hotel bookings and will include reasonable subsistence costs dependent on location conditions, applicable at the time.
Very worthwhile and enriching course.  I'll definitely use the content to change certain elements of the way we work and to reinforce some of my future plans
            - Charity Manager
Came away from the training with such a positive experience.  I just hope I can implement what I have learnt into our organisation 
           - Charity Manager
 Fantastic.  Really enjoyed the course and would like to work with you regarding our manager's training

- Head of Retail 

Our trainers come from a variety of backgrounds, therefore we can facilitate courses beyond our current prospectus.

For all enquiries, do please call us on:  01483 564099 or 07866 284781

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