Conflict Management

by EC Safety Solutions Ltd Claim Listing

The course raises the delegates understanding of the background to conflict and the contribution they can make to either calming or escalating the confrontation. During the training, participants learn and practice key skills to build their confidence to maintain composure whilst de-escalating custo

Price : Enquire Now

Contact the Institutes

Fill this form

Advertisement

EC Safety Solutions Ltd Logo

img Duration

Please Enquire

Course Details

The course raises the delegates understanding of the background to conflict and the contribution they can make to either calming or escalating the confrontation. During the training, participants learn and practice key skills to build their confidence to maintain composure whilst de-escalating customer conflict.


Course Benefits:  By the end of this conflict management training course participants will be better able to:

  • Identify the key components present in all angry confrontations

  • Recognise different stages of conflict escalation

  • Recognise the signs of conflict and aggression

  • Maintain composure when responding to conflict and aggression

  • Use skills to manage their words, phrases and body language

  • Demonstrate skills to stay calm and manage angry customer behaviour

Course Content:

The conflict management training course content is tailored to your organisation.

 Key content includes:

  • Background to conflict:

  • Triggers to aggressive behaviour

  • Understanding customers’ needs when they are angry

  • Stages of conflict escalation

  • How our safety can be compromised

Recognising rising anger:

  • Reading signs and symptoms of aggression

  • Managing conflict 'flashpoints'

Responding to conflict

  • Understanding our natural response to conflict

  • Understanding the impact of ‘red rag’ words and phrases

  • Managing our body language during conflict

  • Staying calm and managing our own responses

Managing conflict

  • Structuring and controlling the conversation

  • Listening and calming the situation

  • Acknowledging difficulties and customer emotions

  • Managing unpredictability (drugs, alcohol, mental illness, etc.)

  • Saying ‘No’ effectively

  • Handling abusive behaviour

  • Solving the problem

  • Kent Branch

    Maidstone Road, Chatham, Kent

Check out more Conflict Management courses in UK

Kent Trainers Logo

Managing Challenging Conversations

After attending this course, you will have a better understanding of when it is appropriate to have those challenging conversations as well as how to plan and confidently manage the conversation.

by Kent Trainers [Claim Listing ]
Podium Coaching & Development Logo

Dealing With Difficult Working Relationships

I am passionate about helping individuals unleash their natural talents, enabling them to discover their greatest potential, boost their personal energy and focus on what they wish to achieve.

by Podium Coaching & Development [Claim Listing ]
Elite Training Logo

Managing Difficult People & Situations

The aim of the training is to provide delegates with a set of practical strategies and approaches to effectively manage difficult people and situations.

by Elite Training [Claim Listing ]
100% Effective Training Logo

Conflict Resolution

It’s not possible for everyone to agree all the time. It’s important to learn how to manage disagreements so that they do not harm relationships. By learning skills to manage conflict, you can approach disagreements with confidence to enable you to manage your relationships.

by 100% Effective Training [Claim Listing ]
  • Price
  • Start Date
  • Duration
An Activate Learning Logo

Feedback And Handling Difficult Conversations

Effective feedback is essential for an open and collaborative culture, but feedback is often feared and avoided. This session gives people the skills and confidence to have difficult conversations leading to better relationships in the workplace. Suitable for anyone responsible for giving motivatio...

by An Activate Learning [Claim Listing ]

© 2024 coursetakers.com All Rights Reserved. Terms and Conditions of use | Privacy Policy