Conflict and resilience course


Customer conflict

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one-day course
Learn techniques for effectively managing customer conflict and building resilience.

A practical one-day course which develops skills for customer conflict management. It also includes building resilience training for customer-facing staff.

Target Audience

The conflict and resilience training equips staff in customer-facing roles with the skills, knowledge and confidence to effectively respond to customer conflict, including aggressive or intimidating behaviour. The course is suitable for face-to-face or telephone based customer service or sales staff.

Please Note: We also offer a separate one-day Workplace Conflict Resolution Course for managers and team leaders.

Course Aim

To introduce practical conflict resolution and personal resilience techniques and strategies that team members can effectively utilise, when managing customer conflict situations in the workplace.

Course Objectives

By the end of this one-day training course for building resilience, the participants will have:

  • Defined confrontation and their role in preventing and managing conflict in the workplace.
  • Recognised their preferred approach when faced with conflict and adopt alternative strategies to resolve it.
  • Understood the relationship between thoughts and behaviours and managed their thoughts to remain positive and confident.
  • Demonstrated how to handle challenging customer situations in a positive, assertive and empathetic manner.
  • Developed their own toolkit for managing stress and maintaining resilience.

Course Overview

  • Thomas Kilmann conflict styles
    • Understanding different styles and responses to conflict
    • Recognising your own preferred way of dealing with conflict
    • Identifying the impact of different conflict styles
    • Presentation, individual questionnaire and reflection, small group exercise and review
  • Understanding and managing thoughts and beliefs
    • Beliefs and behaviours
    • Self-talk
    • Applying to conflict, confidence and stress
    • Facilitator tips, discussion with practical exercise
  • Preventing and managing conflict
    • Controlling the challenging customer situations with assertiveness and empathy
    • Demonstration, facilitator tips and practice sessions
  • Developing a stress and resilience toolkit
    • An introduction to stress awareness
    • Review of current coping strategies and sharing best practice
    • Techniques to use before, during and after the customer conversation
    • Team support and positivity – maintaining a positive atmosphere while working in a negative ‘environment’
  • Practice sessions
    • Testing out the use of current and new strategies
    • Practice sessions in pairs or trios, facilitated group review
  • Action planning and reflection
    • Review of learning and action planning, course feedback
    • Individual reflection and action planning exercise, facilitated group review

The conflict and building resilience training will be supported with:

  • An optional participant pre-course questionnaire and/or pre-course reading to prepare for the training
  • A colour printed workbook with tips, techniques and space for personal notes

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Written by Kim Larkins

Copyscape © KSL Consulting Ltd. DO NOT COPY content from this page. Plagiarism will result in prosecution.

Download the course overview for conflict and building resilience, by clicking the link below:

Download PDF (920KB)

Some recent comments from participants on this course include:


Fun and informative. Thought provoking.
Lisa Edwards, Head of Production, Key Production*


Learned a lot with dealing with various situations*


Loved the group activities which there were many of*


Certainly insightful and informative, encouraging much self-exploration*


Brilliant and engaging facilitator. Very applicable and useful to our current workplace needs*


Informative and well thought out. Well-adapted content to our situation*


I’m so grateful for all the tools I learnt today and I look forward to apply them all at work*


The course was adapted to our business, which helped with ways to deal with our clientele*


Trainer was knowledgeable and delivery was clear*


Training was fun and interactive*


Good to have someone who listens and appreciates the difficulties we face and is sympathetic to our situation*

More customer reviews

KSL Training

4.7 out of 5 stars 4.7/5 stars from 30 reviews on FreeIndex and Google

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Booking Information

We will deliver the conflict and building resilience training at your business premises anywhere in the UK, or at a venue of your choice. Contact us for pricing or to discuss your needs.

Training Dates

Flexible to suit client needs.

In-House Training Locations

We have professionally qualified trainers who deliver in-house conflict and resilience training in the following locations:

  • London and the South East
  • The Thames Valley – including Reading, Slough, Maidenhead, Oxford and Swindon
  • Cambridge
  • Exeter
  • Norwich and East Anglia
  • Leeds and Bradford (West Yorkshire)
  • Manchester and the North West
  • Southampton and Bournemouth
  • Birmingham and the Midlands
  • Nottingham
  • Bristol
  • Cardiff and South Wales
  • Devon, Cornwall and the South West
  • Newcastle
  • Glasgow and Edinburgh, Scotland

A few of our clients...