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.