Conflict Resolution and Personal Safety


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Conflict Resolution and Personal Safety

9:00 am - 5:00 pm
Price (incl. VAT) £0.00
No. of spaces available 0

Wimborne, Dorset


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.