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Conflict Management Training Course

Home >> Events >> Conflict Management Training Course
Venue: Richard Mayo Centre

DATE:  Wednesday 11 July 2018
TIME:  9.30am – 4.30pm
LOCATION:  Training Room, First Floor. Richard Mayo Centre, Eden Street, Kingston, Surrey, KT1 1HZ


Who needs this course?
This course is suitable for anyone who has to deal with angry, aggressive or demanding customers / clients. It will teach simple and practical strategies to stay composed and resolve conflict.


  • The background to conflict: the course will help participants understand why conflict arises and the role participants can play in either calming or escalating confrontation.
  • Understanding the customer’s needs; and why they get angry.
  • Learn the stages of conflict escalation; and how safety can be compromised.
  • Recognising rising anger; learn to read the signs of aggression and manage conflict ‘flashpoints’.
  • Learn how to respond to conflict: understand the natural response to conflict; the impact of ‘red flag word’; managing body language when dealing with conflict; learn to manage our own responses.
  • Managing Conflict: learn how to structure and control conversations; listen and calm situations; acknowledge customers problems and emotions; manage unpredictability (drugs, alcohol, mental health etc.); learn to effectively say no; handle abusive behaviour and solve problems.


This course is free for BID members.
Please note places will be allocated on a first come first served basis.
As space is limited we will allow one place per business / organisation.

To book your place please contact Lucy Caller or Tav Juttla on 0208 547 1221 or email or

Once you have confirmed your place you will receive an e-mail from us providing you with final confirmation details of the course.