Facilities, Retail & Leisure Sector

Conflict Resolution Training for the Facilities Retail & Leisure Sector.

Designed for staff in customer-facing roles, this course provides practical conflict resolution and de-escalation training to handle difficult situations with confidence. Participants will explore common triggers in retail, leisure, and facilities management, learning how to communicate effectively, defuse aggression, and ensure a safe environment while understanding legal responsibilities.

Suggested attendees.

This course is tailored for individuals in customer-facing roles who encounter difficult situations with the public. It is ideal for security personnel, customer service teams, store managers, and venue staff looking to enhance their conflict resolution and de-escalation skills.

  • Customer Service Staff – Defuse tense situations with customers and visitors.
  • Security & Front-of-House Teams – Manage conflict and ensure a safe environment.
  • Store & Venue Managers – Handle complaints and support staff in de-escalation.
  • Cleaning & Maintenance Staff – Address issues professionally in high-footfall areas.

Course duration

3.5 Hours

Course learners

16 Per Course

Course content.

Click through our process slider to learn what to expect and what you will gain when taking this course.

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6

Part 1:

Understanding conflict.

  • Defining conflict.
  • Identify common causes.
  • Recognise behavioural changes.
  • Improve self-awareness.

Part 2:

Communication models and de-escalation.

  • Apply listening models to defuse behaviour
  • Use conflict resolution strategies.
  • Negotiate conversations effectively.
  • Improve assertiveness.
  • Communicating digitally.

Part 3:

Procedural, environmental and legal responsibilities.

  • Conduct dynamic risk assessments.
  • Organisational policy and best practice.
  • Understand the legal framework.

Part 4:

Incident reporting and support.

  • Organisational documentation and reporting system.
  • Post-incident procedures.
  • The options for support.

Part 5:

By the end of this course your team will be able to:

  • Recognise conflict causes.
  • De-escalate behaviour.
  • Understand procedural and legal aspects.
  • Apply post-incident procedures.

Part 6:

At the end of this course learners will receive:

  • A certificate of attendance.
  • Receive a course workbook.
  • Access to IKON Academy digital online resource area.

Training SOLUTIONS

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Whether you’re developing a whole team, supporting an individual learner, or looking for a complete learning ecosystem, IKON provides flexible solutions designed to build confidence, develop practical skills and create lasting impact.

 

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Learning doesn’t stop when the course ends. The IKON Academy reinforces skills, supports CPD and keeps learning active whenever it’s needed.

conflict resolution Training

To enquire about Conflict Resolution Training, please get in touch.

Invest in your team’s development and empower them to manage challenging situations with confidence. Our conflict resolution training equips your staff with the essential skills to navigate conflicts effectively, reduce stress, and create a more positive workplace culture. 

Call us on 01473 927 333

or email [email protected]

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