The Conflict Training Company

The Conflict Training Company: conflict management training for customer-facing staff

The Conflict Training Company is a British company dedicated to conflict management and resolution training, aimed at staff who deal with the public. Its activity focuses on equipping teams to handle dissatisfied customers, reduce the risk of escalation and generate positive outcomes in interactions. The firm states it has more than 17 years of experience delivering specialised courses in this field.

Training formats

The company offers its courses in several formats to suit the needs of each organisation:

• In-house training at the client's premises: conflict management courses delivered at the contracting company's facilities.
• Virtual training: live instructor-led workshops via Zoom or Teams.
• E-learning courses: self-paced online training.
• Tailored blended learning: options that combine the above formats according to the client's requirements.

Available programmes

The course catalogue includes the following options:

• Conflict management training.
• Managing challenging phone calls.
• Personal safety training.
• Managing conflict in the workplace.
• Two-day train the trainer course in conflict management.

Courses are created bespoke to meet each organisation's training needs and cover fundamentals such as effective conflict management, de-escalating angry or aggressive customers, and managing words, phrases and body language to calm tense situations. According to the company, all courses include extensive practice time to consolidate de-escalation skills.

Accreditations

The Conflict Training Company's courses are accredited by the Institute of Conflict Management (ICM) and the UK CPD Standards Office. The company also presents itself as an approved member of the UKGDPR verification register.

Approach and audiences served

The training is aimed at customer-facing staff and focuses both on managing conflict with the customer and on self-control of the employee's own responses. The company maintains that when staff effectively manage their tone of voice, speed of speech, words, phrases and attitude, they are better equipped to de-escalate conflict situations. The stated aim is for teams to gain confidence in handling difficult customers and situations, learn to gain positives from challenging interactions and build resilience to face future conflicts.

Clients and reviews

The company states it has trained hundreds of organisations in the private and public sectors. Clients whose testimonials appear on its website include Nando's, Drayton Manor Park, The AA, Marie Curie Hospice, The Ombudsman Services, Coombe Abbey Hotel, Wigan Borough Clinical Commissioning Group, Places for People – Central Property Services and Taunton Deane Borough Council. The comments highlight the relevance of scenarios tailored to each business, the trainer's knowledge and the usefulness of the techniques for de-escalating conflict.

Coverage and activity

The company delivers courses throughout the UK and has offered training to resolve customer conflict since 2007. Its activity is aimed at organisations seeking to prepare their frontline staff to manage conflict situations.