Conflict Resolution and Personal Safety

Date/Time
26/05/2022
9:00 am - 5:00 pm
Price (incl. VAT) £0.00
No. of spaces available 0

Categories

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.

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

Delivery Method

The course is typically delivered face to face and involves a combination of interactive tutor-led discussions, quizzes, practical work, and individual exercises.

1 day training Face to face

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