This course will provide training to ensure staff recognise different aspects of conflict that they may encounter and to be able to understand and be aware of the different methods of resolving such conflict.
The courses are designed to be interactive, engaging and encourage staff to consider the personal, organisational and social triggers to challenging behaviour and to have a person centred approach to positive behavioural support.
Who should attend?
Anyone who deals with the public and may come across heated situation that can escalate beyond its intent. This training course is designed to help front line staff to deal effectively with confrontation and to defuse difficult situations.
This course covers
- What are the common causes of conflict
- Be able to describe different forms of communication
- Give examples of communication breakdown
- Explain examples of communication models that can assist in conflict resolution
- Identify patterns of behaviour that they may encounter during different interactions
- Look for different warning and danger signs
- Give examples of impact factors
- Be able to use distance effectively when dealing with conflict
- Understand the Law and use of “reasonable force”
- Describe different methods for dealing with possible conflict situations
1 day or ½ day sessions available
Course Tools & Assessment Method
Power point Presentation, Syndicate Exercises, Practical Exercises and Group Discussion. Learner’s knowledge is evidenced by verbal or written questioning.
Certification given on completion.