Conflict Management
Course description
A 6 hour course designed to train individuals how to deal with members of the public who may become aggressive.
Who is the course suitable for?
Anyone that is employed in a role that comes into contact with members of the public. Anyone that would benefit from training in how to deal with anger and aggression.
What you will learn
This course covers the psychology of anger, how anger manifests itself and what can trigger an individual. It looks at proven strategies for defusing and demonstrating non aggression.
Course includes
- Introduction to communication skills and conflict management
- Self-awareness
- Avoiding conflict
- Effective communication and customer service skills
- Recognising and defusing conflict
- Maintaining space
- Defusing high risk conflict
- Resolving and learning from conflict
Assessment and certification
The assessment is by means of attendance and on completion a certificate endorsing your attendance will be issued.
Duration
6 hours
Prices
We work with our clients to meet their individual requirements and specifications. Please contact us for course costs. All costs are for on site training. If you would prefer an external venue please specify in your enquiry.
