The Art of Negotiation and Conflict Management

  • Course Details:

    Ref: MNC2 Length: 2 Week
    Location: London £5490 excl. VAT


This very stimulating and practical two weeks training course: The Art of Negotiation and Conflict Management, introduces the skills required for taking part in successful negotiations and raises participants’ understanding of the background to conflict and the contribution they can make to either calming or escalating the confrontation.

Who should attend

This course is for managers, executives, team leaders, supervisors and anyone, whether in a sales, purchasing or management role who needs to negotiate with others in order to achieve results.

Course Content

Introduction and Types of Negotiators

  • What is inegotiation?
  • When is negotiation a good idea?
  • The four elements of an effective negotiation: nterests, Options, Criteria for Fairness, Commitment
  • Soft and Hard Negotiators
  • Negotiating Styles
  • Review of Individual Negotiating Styles

Negotiation Essentials and Personal Action Plan

  • Preparation for Negotiation
  • Gathering Information
  • Knowing Yourself
  • Best Alternative (BATNA)
  • Walking Away Point (WAP)
  • Challenges of Negotiating

The sources of conflict in the organisation

  • Triggers to aggressive behaviour
  • Understanding customers’ needs when they are angry
  • Stages of conflict escalation
  • How our safety can be compromised

Managing conflict

  • Structuring and controlling the conversation
  • Listening and calming the situation
  • Acknowledging difficulties and customer emotions
  • Managing unpredictability (drugs, alcohol, mental illness, etc.)
  • Saying ‘No’ effectively
  • Handling abusive behaviour
  • Solving the problem

Learning Outcome

By the end of the course, participants will be able to:

  • Understand the fundamentals of effective negotiation
  • Choose the correct negotiation strategy and style
  • Effectively apply the chosen strategy and style
  • Negotiate with greater confidence
  • Identify Key Triggers that can cause conflict
  • Learn how to de-escalate aggressive people
  • Learn how to diffuse volatile situations
  • Proven step by step techniques for dealing with difficult circumstances
  • A blueprint for dealing with potentially violent scenarios
  • Recognise different stages of conflict escalation
  • Recognise the signs of conflict and aggression
  • Maintain composure when responding to conflict and aggression
  • Use skills to manage their words, phrases and body language

Want to make an enquiry on The Art of Negotiation and Conflict Management Training Course?

Please call us on +44 (0) 207 112 4846, email us at or complete our on-line form below.

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Small Classes

With small class sizes, much more individual attention can be given to each delegate.

Competitive Pricing

We believe our prices are very competitive and our quality is second to none.

Friendly Staff

Our friendly Customer Support team is here to help you with every step of the way to make your BOC experience comfortable and welcoming.


Course registrations can be made via our website either from individual course pages or through our booking page.

Alternatively, you can download and complete course application form and send via email: or        fax: +44 (0) 207 112 4845 Call: +44 (0) 207 112 4846


Why Choose BOC?

Commitment to Quality

We strive to provide the best service possible, with the highest regards to quality and professionalism.

Different trainers every day

Each day we have different trainers to maximise the experience sharing.

Kindle for every BOC Delegate

to promote paper free environment, we are giving Kindle Fire to our delegates instead of the course binder.

Luxury Course Venue

All our Training Courses take place at the luxury 4-5 Star hotels located in central London

Certificate of Achievement

At the end of the programme participants will receive a certificate of achievement.

FREE On-going Support

Each delegate receives unlimited support from the trainers after they attended the course with us.


All of our open courses can also be run as bespoke courses, tailored to your organisation's specific needs and requirements. Our Tailored Management Training comes in many formats from one-to-one through to fully customised company wide programmes.

To find out more email: or call us on +44 (0) 207 112 4846


All of BOC open courses can also be run as One to One Training Sessions, where delegate gets a dedicated trainer for their specific learning requirements. This mode of training is highly preferred by those who need undivided attention of the instructor for a fulfilling learning experience. The courses can be tailored to suit the individual needs of the organisation and the delegate.

To find out more email: or call us on +44 (0) 207 112 4846


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The Effective Conflict Resolution training course raises participants' understanding of the background to conflict and the contribution they can make to either calming or escalating the confrontation.

This very stimulating Effective Negotiation Skills training course introduces the skills required for taking part in successful negotiations.


Negotiating Skills not only shows you how to start from a strong position and find common ground with other people but also provides practical techniques for you to use when talking and bargaining. Power tips help you to handle real-life situations and develop first-class negotiating skills that will dramatically improve results and relationships.

Conflict Management is an easy–to–read and high–powered tool for understanding and managing conflict situations. Conflict can spiral out of control, but if you understand how the spiral works you may be able to prevent it from even beginning.