Conflict Management

This programme has been developed for:

Staff who interact with service users who may express challenging, angry, threatening or aggressive behaviour.

The course material has been developed in several formats to meet the needs of each sector, these inc: health & social care, public service, retail, leisure, licensed trade, transport, airlines and security.

The aim of this programme is:

To develop staff knowledge and confidence in the prevention and management of challenging, angry, threatening or aggressive behaviour.

The topics covered include:

• Relevant guidance and legislation
• Identifying why people become challenging, angry, threatening and aggressive
• Minimising the likelihood of conflict and confrontation
• Understanding and managing the ‘fight or flight’ response
• When and how to be assertive
• De-escalating and calming
• Post incident procedures

Method of delivery and assessment:

Formal presentation, group work, practical exercises and discussion.

Learner’s knowledge is evidenced by verbal or written questioning.

Duration of training:

1 day to 5 days depending on a clients unique requirements.

Accreditation is available via:

National Open College Network (NOCN)

ED-EXCEL (SECURITY INDUSTRY AUTHORITY QUALIFICATIONS)

Signposting key skills:

This course offers clear opportunities for learners to provide evidence of achievement in the following skill area/s:

Key Skills: Communication

Wider Key Skills: Working with others, Problem solving, Improving Own Learning and performance