At your venue in London - Midlands - North - Scotland and throughout the UK and Ireland.

Conflict Management
1-day Training Course

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Recommended for:

All employees who have to face angry or aggressive customers or service users.

Course Overview:

The course raises participants' awareness of the background to conflict and the contribution they can make to either calming or escalating the confrontation. Participants learn key skills to maintain composure and de-escalate a situation. This course forms a major building block in the 'Duty of Care' employers should practice to ensure staff stay safe.

'It's an excellent course fundamental for everyone dealing with people/clients.'
Community Regeneration Officer - Charlton Triangle Homes

'Excellent knowledge of the subject, whole course to be rolled out for Customer Advisers.'
Learning and Development Manager - The AA

More comments...

Course Benefits:

By the end of the course participants will be better able to:

Recognise different stages of conflict escalation
Recognise the signs of conflict and aggression
Understand how they might unintentionally compromise their own safety
Undertake a personal risk assessment
Understand how they respond to conflict and aggression
Demonstrate skills to stay calm and manage customer behaviour

Course Content:

The course can be tailored to your organisation. Key content includes:

Background of conflict:

Triggers to aggressive behaviour
Stages of conflict escalation
How safety can be compromised
Managing personal risk

Recognising rising anger:

Reading signs and symptoms of aggression
Managing anger 'flashpoints'

Responding to conflict

Understanding our natural response to conflict
Understanding the impact of words/phrases and body language
Staying calm and managing our own responses

Managing confrontation:

Saying 'No'
Managing unpredictability (drugs, alcohol, mental illness, etc.)
Controlling 'tipping points'
Managing body language
Listening and calming
'The 'ABC' Process® - 6 steps to conflict resolution.

Optional section:

Breakaway techniques

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On site training courses available in:
London, Glasgow, Manchester, Birmingham, Leed, Derby, Scotland, Nottingham, Midlands, Bristol, Wales, Swansea, Cardiff, Dublin, Belfast , Lincoln, Liverpool, Sheffield, Reading, Oxford, Cambridge, Southampton, Newcastle, Durham, Edinburgh, Warrington,
and across the UK and Ireland.

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Conflict Management 1-day Training Course

Conflict Management
1-day Training Course