Conflict Resolution Training - Facilities, Retail & Leisure Sectors

Course outline

Our conflict resolution course is designed to enhance your peoples understanding, skills and knowledge in recognising, managing and resolving conflict situations effectively.

They will be provided with strategies, techniques, models and theories to address conflict in a constructive, safe and confident manner.

Suggested attendees

All frontline staff.

This Facilities, Retail & Leisure Conflict Resolution training course is aimed at all staff including:

  • All new employees
  • All public-facing staff

Course content

Understanding conflict

  • Defining conflict
  • Common causes
  • Recognising behavioural changes
  • Self-awareness in challenging situations

Communication models and de-escalation

  • Listening models
  • De-escalation strategies
  • Negotiation skills
  • Structuring conversations

Procedural, environmental and your legal responsibilities

  • Risk assessments
  • Policy and best practice
  • Use of force legislation

Incident reporting and support

  • Documentation and systems
  • Post-incident procedures
  • Options for support

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

  • Recognise conflict and the key causes
  • De-escalate situations effectively using positive communication


  • Understand policy, procedures and the legal framework
  • Report incidents effectively

At the end of this course your team will receive:

  • A certificate of attendance
  • Access to a dedicated delegate resource area via IKON Academy
  • Duration 3.5 hours

  • Delegates 16 Max

Delivery methods

IKON Live,
live online training

Our effective remote communications training enables your people to get the training they need wherever they are, with a dedicated live IKON trainer.


Many of our courses, especially those with physical skills, can be delivered in a face-to-face in-person training environment, either at your venue or ours.

Train the

IKON’s train the trainer service enables your team to deliver empowering motivational and insightful training that builds confidence and trust with their colleagues.

Contact us:

    We listen to our clients

    • Thank you, a wonderfully engaging course. Will be sending my engineers soon with confidence that they will learn a lot from it.

      Grosvenor Facilities Management

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      Let’s talk 01473 927 333

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