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Conflict Management Training - Classroom

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Quick Overview

Conflict Management (resolution) training can provide your staff with all the knowledge and skills they need to handle those everyday situations which can easily escalate out of control. We offer a day long classroom training session which ensures your staff are able to respond positively to situations ranging from customer complaints to customer frustration in response to perceived service failings . The course can be tailored to meet your organisational need, but typically covers how to identify and reduce potential triggers, how to communicate and problem solve, how to stay calm under pressure and how to calm and de-escalate effectively. It also covers reflecting and learning from experience.

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Details

WHO IS THIS TRAINING IS SUITABLE FOR?

Conflict Resolution (also called Conflict Management) training is a classroom course for members of staff who face abusive or aggressive individuals, and staff who need the skills to manage confrontation and reduce conflict.

The course material has been developed to meet the needs of all staff groups, including trainers and managers.

TRAINING AIMS:

To develop staff knowledge and confidence, and enable them to prevent, recognise and manage all types of challenging, angry, threatening or aggressive behaviour.

TRAINING TOPICS/STRUCTURE

The legal context, health and safety law, policies, procedures an guidelines
What is conflict? What is violence? What is conflict management?
Understanding why people become angry, abusive and aggressive
Preventative measures: customer service, safety and security procedures
Dynamic risk assessment; reducing the risk of conflict, confrontation or violence
Understanding and managing the "fight or flight" stress response
Developing effective communication skills
How to be an assertive communicator
Defusing, de-escalating, calming and resolving conflict
Post incident procedures, recording and reporting requirements