Conflict Management Training
Contents
This course covers both the knowledge and practical techniques required to effectively deal with both physical and verbal abuse in the workplace. This course will enable the participants to assess and reduce the risk of violence in the workplace by identifying behaviour that could escalate into violence and take appropriate measures to avoid conflict and calm and defuse the situation.
How is the course assessed?
Assessment for the course is on-going throughout. Participants will be issued with a certificate of attendance. The course will be endorsed by ILM.
What is covered on the course?
This is an interactive and participative course, delivered over one day, covering the following subject areas:
- Introduction to Workplace Violence
- Assessment & Reduction of Risk
- Avoiding Conflict - Self Awareness
- Stimulus & Response
- Pro-active Service Delivery
- Communication Skills
- Signalling Non Aggression
- Escalation, Defusing & Calming
- High Risk Conflict
- Post Incident Considerations
What will you gain from the course?
This is a course that will benefit everyone. You will learn the techniques and skills in order to manage:
- Conflict With Customers
- Conflict Within Teams
- Conflict Between Individuals
- Inner Conflict
- Conflict in organisations: between teams and between managers and their people