Course Description

Our Conflict Management and Personal Safety Course is designed to provide staff with a vast amount of knowledge surrounding the potential risk of aggression and violence in the workplace. This training will enable all delegates to confidently deal with and diffuse such incidents. Our course is a mixture of theoretical and practical scenario-based training alongside being by the Nationally Approved Conflict Resolution Model.

Who Will Benefit

The course is ideally suited for those employees who have a direct interface with the customer. It is particularly suitable for those staff who work in customer service environments, which by their very nature are inherently stressful.

Course Syllabus

Examples of the subjects covered in the course are detailed below. However, it should be noted that the generic content can be tailored to meet individual client needs.

Course Introduction and Introduction to workplace violence
Legislation and Employment Law
Assessment and reduction of risk
Conflict avoidance
Communication Skills
De-escalating Situations
High-Risk Conflict & Exit Strategies
Post Incident Support

As previously mentioned if your organisation has a specific area of training that is not included, or you require a more in-depth session, We would be more than happy to accommodate by providing additional training in your particular subject area.

Course Outcomes

On successful completion of the course, students will be better able to:

Recognise the various stages of conflict and aggression.
use appropriate techniques to prevent escalation.
Use verbal and non-verbal communication to resolve confrontational situations.
Maintain their composure and deal effectively with customers in difficult situations.
Understand and manage conflict “flashpoints”.
assess situations and decide on effective exit strategies.
Assessment

Assessment will be ongoing throughout the course.