Conflict Management

About this course.

Conflict at work ranges from everyday disagreements to verbal abuse, threats and, in some roles, work-related violence. Left unmanaged it harms wellbeing, teamwork and safety — and for many frontline workers, dealing with angry or aggressive behaviour is a real and regular part of the job. This course explains what workplace conflict and work-related violence are, why they happen, and how recognising the warning signs early makes situations far easier to manage.

It then focuses on practical skills: how conflict escalates and how to spot the signs of rising aggression, the communication and de-escalation techniques that calm a situation, and how to keep yourself and others safe when a situation cannot be defused. It also covers what to do after an incident — reporting, support and learning from what happened. It is an awareness-level course that builds the confidence to handle difficult behaviour calmly, safely and professionally; it is not a substitute for hands-on physical-intervention training where a role requires it.