Conflict Management for Client Facing Staff

Course Content

Introduction

It is essential that staff who are tasked with dealing with the public in today’s volatile society are given the correct training in diffusing potentially dangerous situations.

Business owners have a very strict legal responsibility under the Health & Safety at Work Acts to ensure that their staff are given the correct training to perform their role safely and with the least amount of risk to themselves and others.

This course is designed specifically for those whose jobs bring them into direct contact with the public. Its emphasis is based on firstly recognising potentially dangerous situations, moving on to managing them.

• Health & Safety Responsibilities
• Identifying Flashpoints
• Verbal & Non-Verbal Communication
• Dealing with the aggressive client / patient
• Communication Skills
• Calming Skills
• Physical evasion techniques
• Managing the client effectively
• Post-Incident procedures and reporting (De-brief)

Related Courses

• absence management
• corporate manslaughter
• effective staff appraisals
• effective interviewing skills
• managing diversity at work