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External Conflict Management

About the course

Brief Description of the Course:

This is a fully online course and requires access to an internet enabled computer or tablet. Once students receive the log in details for the programme then they can complete the course at any time and the certificate can be printed off at the end of the course. The course consists of a series of short training units followed by a quiz. The quiz can be retaken if it is not achieved at the first attempt.

With almost 700,000 incidents of violence and 374,000 adults experiencing physical violence at work in 2017/18, there is a crucial need to train staff in conflict management to effectively deal with conflict situations; or to avoid such a situation from occurring or escalating out of control.

However conflict more-often-than-not does not include physical violence, but normally takes the form of a dissatisfied customer or client. And with multiple studies and surveys showing the negative effects that losing a dissatisfied customer has on a business, awareness of the different factors involved may assist in solving a dispute or preventing a negative outcome.

Entry Requirements:

This course is available to all individuals with an internet enabled tablet or computer. The training and assessment is only available in English.

Learners must have achieved the fire awareness course in order to access any of the other courses in the Online Industry Compliance course suite.


This course is certified by the CPD certification service.

Course Units:

Preventing conflict – Understanding the roots of conflict to minimise its potential, and intervening effectively in conflict situations to prevent them escalating.

Conflict resolution – Effective steps that might be taken to satisfy a disgruntled customer. What to do and not to do.

Explaining the motivation of clients/customers who become ‘difficult’ – Why some clients/customers get agitated or angry, and the importance of satisfying their demands.

How to control your own behaviour – Helping to defuse a difficult situation with a client/customer by adjusting one’s own behaviour, controlling one’s emotions, and turning a bad situation around.


Please see the industry short online training section of the Adult Skills website for our full training offer.

How to Apply:

To apply for this programme, please complete the on-line application form using the links on the right of the factsheet on the website.

Please note that the information provided in this fact sheet was accurate at the date of publication. However, programmes of study are continually being modified and information is therefore subject to change.

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Booking Forms

If you are booking courses as an individual please book and pay through the online system linked to each course website.

If you are booking any courses for multiple employees or are submitting a company booking please use this form.

If you are booking multiple 'Online Short Industry Courses please use this booking form.