Level 2 Award in Conflict Management

Course review:

Staff who become exposed to confrontational situations or where their own safety is at risk with another person need to have training to avoid escalation of such encounters and to know how to identify the potential risks before serious escalation occurs resulting in potential grievous bodily harm. This course teaches participants about avoiding conflict and potential dangerous interpersonal interactions and personal safety - essential training for those dealing with the public.

This course deals with how to identify potential and actual confrontational situations and ways of resolving these and to follow guidelines that will help diffuse the situation bringing the matter to a safe and manageable conclusion. The course covers the legal aspects of self defense, reporting requirements, the negative effects of violence, the principles of conflict management, reviewing potential risks in environments, personal safety policies, how risk of conflict is increased and how to minimize such risks.

The course syllabus includes the following topics:

• The role of Conflict Management in the Workplace
• Different types of body language
• Conflict management risk assessment
• Break Away Techniques
• The role of “Talk down”
• Using tactics to reduce such behavior
• Understanding verbal and non verbal methodology
• Maintaining personal safety zone