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
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
It is our aim to provide you with the most sensible cost effective compliant, accredited advice and training. No cutting corners. No reduction in standards - We aim to provide 100% satisfaction
In difficult economic times like these it seems that the first things that get cut back are those that don't appear to produce a profit. With experience as the head of safety of a large financial institution I found that good health and safety saved money which equals profit.
As the responsible person for your small/medium or large business enterprise you may not be aware that legally you should have in place a competent qualified person to offer health & safety advice. Yet hiring a Health & Safety Manager is often out of the question or even not practical. The answer to this is to hire a local Health and Safety Consultant, eliminating the costs of paying for a desk, admin staff, a company car, pension, holidays, absence and other associated employee costs.
EC Safety Solutions will provide you with the correct level of support that your company needs. We can become your retained health and safety manager and provide you with a named competent person. Why are we different from other safety providers, because we care; about you, about your company and about your employees.
We don’t just offer you advice only to come back at a later date to point out that you haven't actioned it; We do it for you!
Safety advice cannot be given from a distance; at EC Safety Solutions we have a hands-on approach and we will work closely with your management team to produce the right level of occupational safety and environmental best practice that your company deserves. We understand that your company is unique to you and your team.
You will have your own systems, culture and values - we understand that! That is why we will always find the solution to fit the way you do things. There will obviously be times when we will push to get the correct actions put in place, but this will always be in a cost effective way and always in the best interest of you and your company.
So, if you are looking for and need a hands-on safety partner, one who will help you win that tender, one who will help you to have a safer workplace/workforce, reduce your insurance premiums, or whatever your reasons for wanting to get health and safety right, use a company that cares about safety, about you, and about your business. Use EC Safety Solutions Ltd a Local Safety consultant for local businesses.
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.
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.
The aim of the training is to provide delegates with a set of practical strategies and approaches to effectively manage difficult people and situations.
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.
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...
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