The aim of the course is to familiarise course participants with the concepts relating to conflict resolution and how to apply these principles directly into workplace practice when working within a retail setting.  The course will recognise different aspects of conflict that staff may encounter and be aware of different methods of resolving such conflicts when working within a retail setting.  The course will address the issue of conflict resolution in an attempt to fully appreciate a wide range of aspects relating to things such as communication in conflict, recognising warning signs, de-escalation techniques and anger management.  All aspects of this course are aimed at informing best practice in the workplace.