There are not many front of house jobs where conflict is not a regular occurrence, it is important in these circumstances that staff are able to recognise common causes of conflict, how to reduce the risks in conflict to themselves and others and how to de-escalate the situation and finally what to
DurationThere are not many front of house jobs where conflict is not a regular occurrence, it is important in these circumstances that staff are able to recognise common causes of conflict, how to reduce the risks in conflict to themselves and others and how to de-escalate the situation and finally what to do after a conflict in the workplace. This half day course looks at the principles behind these key points and how they are specific to your workplace.
Who is the Course For?
People who work in customer service rolls where they may have to deal with aggression and conflict in their roleThe qualification IS NOT suitable for those that are likely to have to break away or physically intervene with violent individuals.
Syllabus
What is conflict?
Workplace violence
Avoiding conflict
Communication
Defusing and calming
Use of force (theory)
What to do when being followed
Prerequisite
There are no prerequisites to this course.
Course Duration
4 contact hours
Course Certification
There is no awarding body for this course, but it is certificated by Good Skills Training. If you require an OFQUAL accredited qualification, we offer the QNUK Level 2 Award in Preventing Violence in the Workplace
Qualification Code
CRW
Delivery Type
Face-to-Face.
Maximum Learners Per Tutor
12
Assessment Method
Competency is not assessed on this course.
Re-Qualification
As with all health and safety related courses, it is recommended that staff undergo refresher training on a regular basis, this is normally every 3-years.
Good Skills Training was set up in 2004 by Ian and Ruth Bodsworth, a mother and son duo who wanted to set up a training company that delivered ‘quality training at affordable prices’.
What quality means to us is:
Getting the course that is right for you – we will let you know if we feel there is something that meets your needs better … even if it is cheaper!
Having training where you feel you have learnt something not just ticked the box.
Enjoying your training … this is very important to us, we are passionate about ensuring that the learner has actually enjoyed being there as this helps with the whole learning experience.
Excellent admin staff, from helping you book the course, to getting out confirmations making sure the trainer has everything they need (and know where they are going) and making sure you get the post course paperwork, certificates and follow up you require.
Today we have 4 directors (all Bodsworth’s!) backed up with office admin staff and trainers who all work together to deliver this excellent service. All of our instructors are professionally qualified and regularly monitored.
Good Skills Training Ltd is a company registered in England and Wales
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.
The Highfield Level 3 Award in the Delivery of Conflict Management Training (RQF) has been developed to meet the requirements of trainers who wish to deliver scenario-based conflict management training.
It is important to have the tools to predict likely future issues within your team and to proactively manage stress and conflict when it does arise. We will help you learn the how to handle conflict and how to promote collaboration internally and externally.
When working with people, it is common that personality and attitude clashes might arise. Managing these conflicts while aiming to achieve personal and work objectives is incredibly challenging and when not managed properly,
We tailor training courses to your precise needs, working with your policies, procedures and values. We frequently blend several skill elements together supporting specific business goals and themes.
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