Conflict management is the process of limiting the negative aspects of conflict while increasing the positive aspects of conflict. The aim of conflict management is to enhance learning and group outcomes, including effectiveness or performance in an organizational setting.
For clarification, Workplace Violence, is defined by the Health and Safety Executive as:
“Any incident where a person is abused, threatened or assaulted in circumstances related to their work”.
Whilst organisations may be unable to totally remove the risk of incidents of work related violence occurring, there are ways in which such risks can be mitigated. One such method is the provision of effective training courses, which provide staff with the knowledge and skills to confidently deal with and defuse incidents of customer conflict.