Conflict Management

Many workers deal with customers, patients or members of the public who are upset, frustrated or angry. This course explains what counts as violence and aggression at work, what employers must do, how conflict escalates, and practical communication skills to help calm situations down, keep yourself safe and know when to walk away.

It is suitable for front-line staff in retail, hospitality, healthcare, transport, housing, customer service, security and public services.

This course does not teach physical intervention or restraint, which require specialist practical training. Always follow your organisation’s policies.

The course ends with a timed assessment. You need 80% to pass and can review every answer when you finish.