Conflict Management Training
Some Clients'Managing Violence and Aggression' conflict management training courses at your venue throughout the UK
Duration:
This 'Managing Violence and Aggression' conflict training course is run over a full day.
Recommended for:
All employees who have to face the threat of violence or aggression from customers or service users.
Course Overview:
The course raises participants' understanding of the background and risks associated with dealing with potentially violent conflict. Employees learn skills to manage personal safety risks and to handle their own verbal and non-verbal behaviour in order to calm aggressive customers.
Managing Violence and Aggression Course Benefits:
By the end of this 'Managing Violence and Aggression' conflict training course participants will be better able to:
- Recognise different stages of conflict escalation
- Undertake a 'Dynamic Personal Safety Risk Assessment'
- Control the risks in their working environment
- Understand the impact of their non-verbal communication
- Recognise the signs leading up to an aggressive act
- Understand how they respond to anger and aggression
- Demonstrate skills they can use to calm a confrontation
Course Content:
The 'Managing Violence and Aggression' conflict training course is tailored to your organisation.
Key content includes:
Background to aggressive behaviour:
- Triggers to aggressive behaviour
- Understanding the mindset of an aggressive person
- The legislative framework (employer and employee responsibilities)
Assessing vulnerability:
- Stages of escalation
- How we may inadvertently compromise our own safety
- Warning signs and symptoms
- 'Dynamic Personal Risk Assessment'
- Managing our work environment
Responding to conflict:
- Our natural response to conflict
- 'Red Rag' words and phrases
- Signalling non-aggression through body language
- Acknowledging strong emotions
Managing confrontation:
- Saying 'No' effectively
- Managing unpredictability (drugs, alcohol, mental illness, etc.)
- Controlling the interaction
- Handling abusive behaviour
- Responding to threats
- Reporting incidents and near misses
- Coping skills to manage any negative feelings post incident
If you would like more information about this 'Managing Violence and Aggression' conflict training course or would like to discuss how this course can be tailored to your needs, please contact us by calling 0845 6585678 or using the enquiry form on the contact page.
