Level 3 Deliverers of Conflict Management

Course review:

This one day course is designed to enable the trainer to deliver both the level 2 & Level 3 Conflict management qualifications. This course will explain:-

• the reasons for conflict and what triggers this in the workplace
• the barriers to conflict and why some people are able to control this more then others
• the models used to assess conflict i.e. dynamic risk assessment, people-object-place
• how body language accounts for more than words & tone and how the use of positive body language can help diffuse conflict rather then escalate this using the 'PALMS' model
• ways of 'managing customers' expectations so that they do not get upset with service delivery
• how tominimise conflict and diffuse it

This course gives you a comprehensive understanding of why conflict occurs and how to deal with it to ensure it is resolved rather then escalated, it also helps you recognise what the alternatives are and how to ensure both parties have a 'win-win'!