Conflict Resolution and Personal Safety

by Ouch Learning and Development Claim Listing

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.

$190.8

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Course Details

Course 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

  • Stockport Branch

    Pacific Court, Spectra Offices. 1 Pacific Road, Stockport, Manchester
  • Wimborne Branch

    Unit 13C, Riverside Park, Station Rd, Wimborne, Dorset

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