This course has been designed for people seeking to understand the nature of conflict and provides a series of techniques to deal effectively with conflict and hostility.

Students can be drawn from any environment where conflict, anger and hostility are encountered either by telephone or in personal contact with clients, customers or the public at large.

The course will provide the student with a thorough knowledge of the subject and includes the basic concepts of conflict management, techniques for managing conflict effectively, listening and negotiation techniques as well as how to cope with crises.