Conflict Management

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Conflict Management

Conflict Resolution

What is Conflict?

Interpersonal conflict has been defined as:
“An expressed struggle between at least two interdependent parties who perceive incompatible goals, scarce resources, and interference from the other party in achieving their goals”.

Unpicking this a little, it means that for a disagreement to become a conflict, there needs to be:

  • Some element of communication: a shared understanding that there is a disagreement;
  • The well-being of the people involved need to depend on each other in some way. This doesn’t mean that they have to have equal power: a manager and subordinate can be equally as interdependent as a married couple;
  • The people involved perceive that their goals are incompatible, meaning that they cannot both be met;
  • They are competing for resources; and
  • Each perceives the other as interfering with the achievement of their goals.

Types of Conflicthands

There are three types of conflict, Personal or relational conflicts, instrumental conflicts and conflicts of interest:

  • Personal or relational conflicts are usually about identity or self-image, or important aspects of a relationship such as loyalty, breach of confidence, perceived betrayal or lack of respect.
  • Instrumental conflicts are about goals, structures, procedures and means: something fairly tangible and structural within the organisation or for an individual.
  • Conflicts of interest concern the ways in which the means of achieving goals are distributed, such as time, money, space and staff. They may also be about factors related to these, such as relative importance, or knowledge and expertise. An example would be a couple disagreeing over whether to spend a bonus on a holiday or to repair the roof.

We provide cost effective conflict courses that will develop your participants conflict management skills so as to create a profound shift in their approach. Positive change with longevity. Conflict resolution the SM&RT way.

We teach your staff how to “Treat People with Dignity by Showing them Respect” and how to “Generate Voluntary Collaboration, Cooperation or Compliance” when they deal with your clients and service users.


All employees who have to face angry, aggressive or demanding customers or service users.

Conflict Resolution At Work

  • Council workers
  • Customer service staff
  • Call centre staff
  • Environmental teams
  • Mental health charities
  • Transport staff
  • Lone workers
  • Car park enforcement officers
  • Park rangers
  • Retail staff
  • Public event stewards
  • NHS
  • Health care workers
  • Residential care homes
  • Dementia homes
  • Mental health facilities
  • Community staff
  • Hospital Porters
  • Nurse training programmes
  • Mandatory health care training
  • Ambulance service

The training can also be adapted for any individual that could benefit from a better understanding off conflict management.

Conflict management learning outcomes

Learners will be better able to:

  • Recognise potential conflict flashpoints and risks in their work
  • Identify simple steps to prevent and reduce conflict and risk for all parties
  • Develop positive relationships and interactions
  • Defuse and resolve emotive situations
  • Respond professionally and enhance the quality and reputation of your service

We can include specific scenarios and case studies in our training designed entirely around the issues your staff face in their role. These could include:

    • Lone working and remote working
    • Dealing with difficult telephone calls
    • Delivering unwelcome news
    • Visiting people’s homes
    • Caring for people with dementia
    • Supporting people with learning disabilities
    • Working with children and young adults

Mental health or substance misuse issues


The course raises participants’ understanding of the background to conflict and the contribution they can make to either calming or escalating a confrontation.

During the training day participants learn and practise key skills to build their confidence and to maintain composure whilst de-escalating customer conflict.


By the end of this Conflict Management Training course participants will be better able to:

  • Identify the key components present in all angry confrontations
  • Recognise different stages of conflict escalation
  • Recognise the signs of conflict and aggression
  • Maintain composure when responding to conflict and aggression
  • Use skills to manage their words, phrases and body language
  • Demonstrate skills to stay calm and manage angry customer behaviour


The Conflict Management Training course content is tailored to your organisation.

Dispute Resolution



  • Triggers to aggressive behaviour
  • Understanding customers’ needs when they are angry
  • Stages of conflict escalation
  • How our safety can be compromised


  • Reading signs and symptoms of aggression
  • Managing conflict ‘flashpoints’


  • Understanding our natural response to conflict
  • Understanding the impact of ‘red rag’ words and phrases
  • Managing our body language during conflict
  • Staying calm and managing our own responses


  • Structuring and controlling the conversation
  • Listening and calming the situation
  • Acknowledging difficulties and customer emotions
  • Managing unpredictability (drugs, alcohol, mental illness, etc.)
  • Saying no effectively
  • Handling abusive behaviour
  • Solving the problem

This course is written to awarding body standard and BTEC certification is available on request

BTEC Level 2 Managing Conflict in the Workplace. (please be aware certification is a separate cost)

Cost £180 per person. For group costs contact SM&RT CIRCLES Ltd

We can also deliver bespoke courses aimed at diagnosed issues within the workplace