This qualification provides employees with a foundation in conflict resolution. Emphasis is placed on the importance of personal safety when assessing risks, managing escalation, and de-escalating confrontational behaviour in a workplace situation.
DurationCourse Info
This qualification provides employees with a foundation in conflict resolution. Emphasis is placed on the importance of personal safety when assessing risks, managing escalation, and de-escalating confrontational behaviour in a workplace situation.
Who needs this qualification?
This qualification is ideal for anyone who requires training in conflict management. It is appropriate for a wide range of sectors and is suitable for anyone who has a customer facing role, dealing with service users or the public. It is also a useful qualification for individuals who would like a better understanding of how to prevent conflict situations from arising and who would like to gain more confidence in being able to deal with conflict situations.
Course content:
Positive communication
Managing customer expectations
The difference between assertiveness and aggression
Human responses in conflict situations including effects of fear, the “fight” reaction, triggering an angry response in others
Assessing and reducing the risks in conflict
De-escalating conflict in emotive situations
Confronting unacceptable behaviour
Good practice following a conflict situation
Learning Outcomes:
The communication cycle, body language, tone of voice and whether the behaviour demonstrated, is assertive, aggressive or passive
The different human responses to conflict and how to manage them
Identify potential triggers for conflict
Assess and reduce the risks in conflict situations
The different phases in behaviour
Identify levels of threat from people, the environment and weapons
How to put their own safety first in a conflict situation including exit routes and attitude
De-escalate conflict in emotive situations-including non-verbal communication
How to resolve conflict and good practice following any conflict situation
Ouch provide modern, cost effective Health & Safety training services. We believe that a safe working environment benefits everyone and we aim to make this a reality through effective training, support and advice. From our head office in Dorset, we direct our nationwide team of dynamic trainers.
Training
We offer flexibility and personal attention, helping you to receive the right training for your organisation.
Our experienced trainers deliver a range of courses, including;
Mental Health First Aid Training
Asbestos Safety Training
Behavioural Safety Training
Driver CPC Training
First Aid Training
Fire Safety Training
Health and Safety Training
Learning and Development Training
Manual Handling Training
Business Skills and Leadership
Health and Wellbeing Training
Working at height / Ladder Training
Managing Stress
Conflict resolution
Using exciting training styles and materials we create a learning experience that is enjoyable and relevant, ensuring delegates will remember their new skills and be able to recall them when they are really needed.
We teach delegates not only how to take control in emergencies but also how to carry out effective planning and prevention. Ouch Health and Safety training can be more than just a legal requirement: acquiring valuable skills also leads to greater confidence and self-esteem within an improved safety culture.
Ouch provide modern, cost effective, behaviour based Health, Safety, Wellbeing and Business training. In addition, we design and deliver inspirational corporate events and public speaking engagements. We believe that a culture of learning benefits everyone and we aim to make this a reality through effective training, support and advice. From our head office in Dorset and our North West training centre in Manchester; we direct our nationwide team of highly experienced, dynamic trainers and speakers.
Each member of the Ouch team is highly motivated, valued and embraces training to develop their own skills. We offer excellent support to each other which allows us to create bespoke appropriate training packages for our customers. We believe this, as well as our positive attitude, enhances the Ouch experience.
Our training methodology integrates personal growth, team building, and peer support training to create an all-encompassing and engaging learning experience.
The Confederation of British Industry estimates that the cost of workplace Conflict is around £33 Billion each year. It also estimates that up to 20% of Leaders’ time is spent dealing with Conflict.
Diffuse difficult and emotional situations
To enable participants to explore their own behaviour and to rationalise the behaviour in others. Often individuals are not in themselves “difficult”, it is the situation that presents itself that leads to this. This course will provide practical ways to maintain positive relationships and to a...
In the increasingly demanding environment for Housing Associations and Social Housing providers, employees encounter growing challenges. When visiting contract holders in their homes, they may face difficult individuals who exhibit anger and aggression.
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