Conflict Management Training

• Conflict Management Training
• Dealing with Difficult Telephone Calls
• Lone Worker Training
• Personal Safety Training
• Dealing with Difficult Colleagues
• Train the Trainer

‘Train the Trainer’ training courses

'Train the Trainer' conflict training courses at your venue throughout the UK

Recommended for:

Trainers and staff who wish to train others in their company or organisation in Conflict Management Skills (or on any of the other course topics mentioned on this site)

Duration:

2 days for experienced staff and trainers
3 days if new to training others

Course Overview:

Participants are trained to deliver a structured course to others for the management of conflict and aggression. At the end of the programme participants will have the knowledge, confidence, skills and content to roll out this structured course to their organisation.

Course Benefits:

By the end of the programme participants will have:

• A thorough knowledge to train others in conflict and aggression management
• A clear course structure to roll out
• Practiced the training skills needed to deliver the course
• A full set of course materials to support their roll out

Programme Content:

Introduction to conflict management:

• Stages of conflict escalation
• Triggers to aggressive behaviour
• Managing personal risk

Background to conflict:

• Understanding customers' needs when they are angry
• Stages of conflict escalation
• How our safety can be compromised

Recognising rising anger:

• Reading signs and symptoms of aggression
• Managing conflict 'flashpoints'

Responding to conflict:

• Understanding our natural response to conflict
• Understanding the impact of ‘red rag’ words and phrases
• Managing our body language during conflict
• Staying calm and managing our own responses

Managing conflict:

• Structuring and controlling the conversation
• Listening and calming the situation
• Acknowledging difficulties and customer emotions
• Managing unpredictability (drugs, alcohol, mental illness, etc.)
• Saying ‘No’ effectively
• Handling abusive behaviour
• Solving the problem

Background to training:

• Training methods
• Understanding learning Styles
• Training others
• Getting started
• Gaining involvement
• Handling group dynamics
• Handling difficult people
• Maintaining interest and energy levels

Content delivery practice on key course topics:

• Practice, review and feedback in pairs, small and full groups
• Practice key aspects of the course structure

Rolling out the course:

• Getting 'buy in' from key stakeholders
• 'Selling' the benefits of the course to staff
• Organising the training
• Evaluating the training

If you would like more information about this 'Train the Trainer' 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.