Edexcel Level 2 Award - Management of Conflict
BTEC
In Maidstone
Description
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Type
BTEC
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Location
Maidstone
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Duration
1 Day
At the end of the course delegates will be able to: §Explore the Individual Perception Of Confrontation. §Define common causes of conflict and its effects. §Recognise why, how and where conflict might occur in the workplace. §Give examples of communication breakdown. §Understand a range of communication models. §Explain how attitudes affects behaviour. §Describe how to handle conflict to achieve positive results. Suitable for: The course is for staff who are likely to deal with potentially difficult situations. It will provide them with the knowledge and understanding to develop basic recognition and resolution skills in the management of conflict in the workplace or the wider working environment
Facilities
Location
Start date
Start date
About this course
Joining Instructions
1. Places will be reserved on receipt of a completed application form.
2. The course will run from 9 am and finish at 5 pm
3. Participants are to bring comfortable fitting clothing for the practical skills
4. NVC Awareness trainers are highly experienced and qualified.
Reviews
Course programme
Course review:
At the end of the course attendees will be able to:
Understand the principles of conflict management appropriate to their roles:
- State the importance of positive and constructive communication to avoid conflict
- Identify the importance of employer policies, guidance and procedures relating to workplace violence
- Identify factors that can trigger an angry response in others
- Identify factors that can inhibit an angry response in others
- Identify how managing customer expectations can reduce the risk of conflict
- Identify human responses to emotional and threatening situations
Understand how to recognise, assess and reduce risk in conflict situations:
- Identify the stages of escalation in conflict situations
- Explain how to apply dynamic risk assessment to a conflict situation
Understand how to communicate effectively in emotive situations and de-escalate conflict
- State how to use non-verbal communication in emotive situations
- Identify how to overcome communication barriers
- Identify the differences between assertiveness and aggression
- Identify ways of defusing emotive conflict situations
- Identify appropriate approaches to take when confronting unacceptable behaviour
- Identify who to work with colleagues to de-escalate conflict situations
- State the importance of positioning and exit routes
Understand how to develop and use problem solving strategies for resolving conflict
- State the importance of viewing the situation from the customers perspective
- Identify strategies for solving problems
- Identify win-win approaches to conflict situations
Understand good practice to follow after conflict situations:
- State the importance of accessing help and support following an incident
- State the importance of reflecting on an learning from conflict situations
- Identify the importance of sharing good practice
- State the importance of contributing to solutions to re-occuring problems
Additional information
Comments: The course is in line with the National Occupational Standards for the Prevention and Management of Work Violence which are designed to support the development of good practice and awareness in the workplace. They have been reviewed in consultation with employers, sector specialists and stakeholders and Awarding Bodies.
Credits/Points: One credit
Students per class: 12
Edexcel Level 2 Award - Management of Conflict