Conflict and resilience course

Learn techniques for effectively managing customer conflict, as well as building resilience and personal confidence.

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

Target Audience

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

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, 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 resolution 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

Written by Kim Larkins

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

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

Download PDF (920KB)

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.

Where we Work

We have experienced local trainers in the following locations: