Conflict Resolution in the Workplace Course

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There are not many front of house jobs where conflict is not a regular occurrence, it is important in these circumstances that staff are able to recognise common causes of conflict, how to reduce the risks in conflict to themselves and others and how to de-escalate the situation and finally what to do after a conflict in the workplace. This half day course looks at the principles behind these key points and how they are specific to your workplace.

Who is the Course For?

People who work in customer service rolls where they may have to deal with aggression and conflict in their roleThe qualification IS NOT suitable for those that are likely to have to break away or physically intervene with violent individuals.


  • What is conflict?
  • Workplace violence
  • Avoiding conflict
  • Communication
  • Defusing and calming
  • Use of force (theory)
  • What to do when being followed


There are no prerequisites to this course.

Course Duration

4 contact hours
Good Skills Training normally deliver this course 09:30 – 13:45

Awarding Body

There is no awarding body for this course, but it is certificated by Good Skills Training. If you require an OFQUAL accredited qualification, we offer the QNUK Level 2 Award in Preventing Violence in the Workplace

Qualification Code


Delivery Type


Maximum Learners Per Tutor


Assessment Method

Competency is not assessed on this course.


As with all health and safety related courses, it is recommended that staff undergo refresher training on a regular basis, this is normally every 3-years.

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