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Conflict Management: Respond, Don't React to Hostile Situations Course


Do your employees often encounter angry and hostile customers?



We can help you equip your team with the tools and knowledge for interacting with hostile customers


We offer an enterprise training solution to prepare your team to respond and de-escalate hostile customers


Each student will be given an individual log-in code


9 easy to understand, self-paced lessons (80 minutes of training)


Lessons can be viewed on a mobile device app


A student guide PDF is available for download


Multiple tiers available to purchase seats that fit your organization's needs


Individual student option is also available


14-day money back guarantee


Hands-on workshop administered by Mark McMillion, the course instructor, can be added-on 

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Lifetime Access

Lifetime access for your team for the life of the course

Status Tracking

We can help track the completion status of your team


14-day money back guarantee if not satisfied

Course Instructor

Mark McMillion is a seasoned leader with over 25 years of leadership experience, training, and practice. As a West Point graduate, he was privileged to learn at the finest school of leadership in the world.  With two engineering degrees, he understands how hard data drives decisions.  As a veteran leader, he's learned and practiced the soft skills of leadership. With tours of duty in Germany, Norway (with NATO), and two combat tours in Iraq, he served in a variety of positions on three continents and across the United States. 

Susan R.

Training and Staff Development Manager

The Thrasher Group

Mark ranks among the very best speakers I’ve ever encountered. His speeches on the topics of leadership management along with developing future leaders have influenced industry leaders across the engineering field. Mark is an electrifying public speaker. His passion for the subject matter is infectious. Mark has a profound professional expertise, and it shows; he draws on his career as a Lieutenant Colonel in the U.S. Army, to his several years as CEO/Principal at McMillion Leadership Associates.

Matt S.

Guest Speaker Coordinator

Mountaineer Boys State

I needed someone to speak on the topic of leadership at Mountaineer Boys State, proclaimed as West Virginia's premier leadership academy. I immediately thought of Mark with his decades of military leadership experience and education. His succinct leadership lesson was so well received by our group of 400 high school boys that I continue to invite him back each year. Mark captures the boys' attention and quickly imparts concrete leadership values and techniques that each boy can employ the week of Boys State and beyond.

Paula T. 

Human Resources Manager

Stockmeier Urethanes USA

Mark McMillion has provided our company Leadership Training on several occasions over the past few years.  Mark is good at listening to the needs of the organization and tailoring the training to those needs. He has always provided relevant and on-point information to our leadership group in a professional manner.  He adds a lot of personal experiences to the training which brings a level of trust to the training.  Mark is an excellent resource for leadership training.

Course Outline


Lesson 1 - Introduction

Lesson 2 - It Starts With You - Understanding yourself, understanding your own emotions, and the critical components of emotional intelligence. 

Lesson 3 - Hot Buttons & Hijacking – This lesson is about fight, flight, or freeze and understanding your hot buttons. How do words affect you? It is about controlling your emotions during a tense situation.

Lesson 4 - Understand Others - This lesson is an examination of others. For those who are looking for a confrontation:  what are they thinking, how do they see the world, what are their emotions, and why do they feel like they are being manipulated?

Lesson 5 - Deal With It - Lesson 5 discusses your options, levels of interactions, and levels of resistance. Ensure you ask your organization what you are being asked to do when dealing with a confrontation.

Lesson 6 - The Serious Engagement - This lesson is a further examination of emotions and body language: facial expressions, stances, the neutral position, tone of voice, the use of hands, and many others. Communicating calmness is critical in the Serious Engagement. 

Lesson 7 - Hostile Engagements - For when a situation elevates to becoming Hostile, Mark discusses The Five A's: Absorb, Agree, Ask a question, Add context, and Action Plan. 

Lesson 8 - Do Nots - This lesson covers what not to do during an engagement: no yelling, no grabbing, what not to say, don't make it personal, and don't get sidetracked. 

Lesson 9 – Summary

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Purchase Course: 2000 Licenses (Best Value)

Please Contact us if the License Bundles Don't Meet Your Needs

Call Stephen at (615) 337-9670 or email at [email protected] to discuss how we can help you. 

Watch on Device

You can complete the course on your mobile device


You can download and print the student guide


Certificate of completion issued by Accredible

Complete the course on your mobile device

You can download the Kajabi app on your mobile device to view the lessons in the course. This helps to eliminate the need to have employees sitting in front of computers to complete the course. Employees can watch on their devices. The photo here shows how a lesson appears in the Kajabi app. 

The Course Platform

Watch this video to see how easy it is to navigate the course platform


Please contact Mark, the Instructor

Please reach out to Mark if you have any questions about the course materials and how it is presented. Mark's phone is (304) 838-2274. His email address is [email protected]


Conflict Management: Respond, Don't React to Hostile Situations

Give your team the tools and tips to deal with hostile customers to create a better experience for all

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