Conflict Management

Work-related violence is on the rise and yet employers have a duty of care to provide a safe place of work. High staff turnover and a lack of training mean many people are still vulnerable to physical and psychological damage. The costs to businesses can be very high indeed.

This course is enables employees to protect themselves in the face of confrontational behaviour.

Learning Outcomes

This course will cover the following modules:

l Definition of violence
l Duty of care,
l The SAFER approach
l Threat assessment - POP
l Emotional brain V rational brain
l Fight or flight
l What makes someone become aggressive - The triggers
l What can stop someone from going too far - Inhibitors
l Stimulus response
l Managing expectations - where people end up with what they want or a win-win situation for both parties

l Attitude and behaviour cycle
l Communication
l Active listening
l Signalling non-aggression
l Space and distance
l Empathy
l Defusing
l Resolving conflict

Delivery:	In house
Category:	Managing Conflict