LEVEL 3: CONFLICT MANAGEMENT COURSE

Key Content Includes:

• Background to Conflict
• Triggers to aggressive behaviour
• Understanding customers’ needs when they are angry
• Stages of conflict escalation
• How our safety can be compromised
• Recognising rising anger
• Reading signs and symptoms of aggression
• Managing conflict ‘flashpoints’

Responding to Conflict:

• Understanding our natural response to conflict
• Understanding the impact of ‘red rag’ words and phrases
• Managing our body language during conflict
• Staying calm and managing our own responses

Managing Conflict:

• Structuring and controlling the conversation
• Listening and calming the situation
• Acknowledging difficulties and customer emotions
• Managing unpredictability (drugs, alcohol, mental illness, etc.)
• Saying no effectively
• Handling abusive behaviour
• Solving the problem

Unit 1:

Understanding the Principles of Conflict Management, assess and reduce the risk of violence in the work environment. Identify behaviour that indicates an escalation towards violence and take appropriate measures to avoid or calm and defuse the situation. Identify post incident support and report the circumstances to provide information for personal and organisational learning. Demonstrate their ability to apply knowledge and understanding of Conflict Management into a variety of practical settings.

Unit 2:

Designing and delivering Conflict Management scenarios design relevant and effective scenarios for training in Conflict Management, deliver and debrief interactive and scenario based sessions in the context of Conflict Management training.