About The Course

Combining theory, practical and scenario based examples, this interactive and engaging course will provide an understanding of the origins and triggers of conflict and how behaviour can either calm or escalate a situation.

Aims of the course

This course explains what constitutes workplace conflict and through easy to remember strategies it will provide learners with the tools to both help prevent such incidents and manage them when they occur.

Who is it for?

Anyone who may deal with difficult conversations and situations in the workplace and those who come into conflict with third parties, violence or harassment.

Course content

1. INTRODUCTION
Why we need to tackle conflict, definition of violence at work, policies and duties.

2. CONFLICT AND AGGRESSION
Recognising aggression and its triggers, preparing to deal with aggression, managing the interaction, anger and rage, peoples response to threats.

3. STRATEGIES TO REDUCE RISK
Self-awareness, de-escalation strategies, communication skills, understanding body language and the comfort zone, an emergency plan and personal safety.

4. ASSESSMENT
A short assessment comprising of a series of questions to test your knowledge and understanding of the course.