Conflict Management Training

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Conflict Management Training

This course combines our understanding and preventing conflict training with a set of skills designed for use when learners are faced with a higher level of risk. The learners explore the skills of identifying and managing conflict and risk at a verbal level as well as developing a skill set for maintaining their personal safety when faced with conflict on a physical level.

 

Who is this training for?

This course is designed for employees who deal with the public daily and whose role regularly involves high levels of customer care and managing conflict safely

Course content:

  • Causes of conflict
  • Preventative controls for conflict
  • Reading body language and escalation
  • Communication and de-escalation techniques
  • Dynamic risk assessment for personal safety in evolving conflict situations.
  • Legal implications of conflict
  • Best practice in recording and reporting conflict
  • Managing the aftermath of conflict
  • Using effective body language to manage personal safety

Delivery and Duration

The course is delivered over a full day and uses a blend of group exercises, case studies and scenario based exercises which encourage analytical thought, problem solving skills and build confidence in identifying and managing conflict situations.

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