Conflict Resolution

Course Content

Welcome and Introductions

• Course Paperwork
• Confidentiality
• Aims and Objectives / Course Outline

The Definition of Conflict
What are the commoncauses of conflict?

What is Anger, Aggression and Violence?

• Defining the differences between them
• Aggressive Incident Model
• How people appraise incidents differently

Communication

• What types of communication do we have/use?
• Interacting with an aggressive person
• What are the commoncauses to communication breakdown?

Tea/Coffee Break

Recognising Potential Incidents of Aggression/Violence

• The importance of recognising that training cannot guarantee the safety of individuals in every situation
• Precautions we can take
• Looking at areas of potential risk
• People/ Task/ Environment
• What are the possible signs?
• Recognisingthe easing of tension

Attitudes and Behaviours of Staff

• How some attitudes can increase the danger
• What to do if you are attacked

Use of 'Reasonable Force'

Course Close