Conflict Management in Early Years Settings

Benefits:
The improved communication between staff and clients can result in a better delivery of service which in turn leads to higher client retention, higher spend and incremental growth via recommendation. Conflict situations are quickly defused reducing the risk of assault, negative publicity or litigation.

Outcome Certificate:
Certified by Hailey Training to the standards established by the security industry authority and as widely used in the retail security sector. Certificates are awarded to learner who achieve a pass mark in the exam which is run to Edexcel BTEC protocols.

Course Synopsis:

• Legislation; Duty of care (section 44, employment act 1980)
• Identifying customer types
• Benefits of good care and reasons for poor care
• 6 golden rules of customer care
• Components of good communication
• ABC and Methods of communication
• Benefits and barriers to good communications
• Non verbal communication
• Common causes of conflict
• Warning and danger signs
• Personal space
• Responses to fear
• Defusing aggression
• The law and violence in the workplace

Details:
This is a busy one day course where students will be required to participate in role play and make a verbal contribution during interactive sessions.