Conflict Management - £600 for up to 12 Candidates

Learning Outcomes:

1. Know how communication can be used to solve problems and reduce the likelihood of conflict
2. Know the factors that influence human responses in conflict situations
3. Know how to assess and reduce risks in conflict situations
4. Know how to communicate effectively and de-escalate conflict in emotive situations
5. Know good practice to follow after conflict situations

Programme Outline:
Introduction to workplace violence

• Introduction to workplace violence.
• Health and Safety at Work Legislation:
• Sections 2, 3, 7 & 8
• Regulations 3, 8 and 14 of Managing Health and Safety at Work
• Risk assessments
• Self-awareness
• Proactive service delivery
• Communication skills
• Barriers to communication
• Setting boundaries
• Understanding the difference between assertive & aggressive behaviour
• Understand the 4 stages of anger
• The assault cycle
• Betari’s box & how it effects outcomes
• Signalling non-aggression
• Defusing and calming
• High risk conflict
• Understanding reasonable force: Common law, Criminal law act 1967
• Human Rights Act 
• Lone working protocol
• Importance of incident reporting
• Post incident support  ​​