Conflict Resolution and Personal Safety


Choose Ouch because not all training is the same!

Conflict Resolution and Personal Safety

This qualification provides employees with a foundation in conflict resolution. Emphasis is placed on the importance of personal safety when assessing risks, managing escalation, and de-escalating confrontational behaviour in a workplace situation.

Who needs this qualification?

This qualification is ideal for anyone who requires training in conflict management. It is appropriate for a wide range of sectors and is suitable for anyone who has a customer facing role, dealing with service users or the public. It is also a useful qualification for individuals who would like a better understanding of how to prevent conflict situations from arising and who would like to gain more confidence in being able to deal with conflict situations.

Course content:

  • Positive communication
  • Managing customer expectations
  • The difference between assertiveness and aggression
  • Human responses in conflict situations including effects of fear, the “fight” reaction, triggering an angry response in others
  • Assessing and reducing the risks in conflict
  • De-escalating conflict in emotive situations
  • Confronting unacceptable behaviour
  • Good practice following a conflict situation

On competition of the course delegates will understand:

  • The communication cycle, body language, tone of voice and whether the behaviour demonstrated, is assertive, aggressive or passive
  • The different human responses to conflict and how to manage them
  • Identify potential triggers to conflict
  • Assess and reduce the risks in conflict situations
  • The different phases in behaviour
  • Identify levels of threat from people, the environment and weapons
  • How to put their own safety first in a conflict situation including exit routes and attitude
  • De escalate conflict in emotive situations-including non-verbal communication
  • How to resolve conflict and good practice following any conflict situation

On completion of this training course, delegates will receive a Conflict resolution and personal safety certificate. A course manual accompanies the training day.

This course can be delivered as an in-house training course or we have open course dates at our venue in Dorset.

9:00 am - 5:00 pm
Conflict Resolution and Personal Safety
Wimborne, Dorset
No. of spaces available: 10
Book Now