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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
TRAINING DELIVERY ASSESSMENT:
Formal presentation, group work, practical exercises and discussion.
Learners knowledge is evidenced by verbal or written questioning.
Contact us for more information and to discuss your needs: E: trainers@securicare.com or T: 01904 492442
Additional Information
Product Type | Classroom Training |
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