Not all customer facing roles are the same, and sometimes dealing with the public can have its challenges, particularly when handling issues and complaints.
 
The Conflict Management (RQF) has been designed to provide conflict management skills to anyone working in a customer facing role, deals with service users or the public in general.
 
It is applicable to a wide range of sectors, and can be taken by anyone requiring a better understanding of how to prevent conflict from arising, or would like to feel more confident in being able to deal with challenging situations.
 
Topics covered:
how communication can be used to solve problems and reduce the likelihood of conflict
the factors that influence human responses in conflict situations
how to assess and reduce risks in conflict situations
how to communicate effectively and de-escalate conflict in emotive situations
good practice to follow after conflict situations
 
When? 27th & 28th March 2026
Where? Cwmbran