Conflict Management

Course Overview

The course aims to equip staff with skills to deal with conflict or
aggression at work. The course looks at communication and behavior as well as how legislation is used to protect employees. The use of group exercises is intended to allow delegates to address any issues they have.

Objectives

Understand what is considered violent & aggressive behavior.

Become more confident about dealing with violence & aggression by
identifying types of behavior & triggers to violent aggressive behavior.

Know the Health & Safety issues regarding violence & aggression in the work
place, such as incident reporting, risk assessment, & why it is important.
Identify safe systems of work.

Recognise and understand how their own body language and methods of
communication can affect others, which can potentially defuse or escalate
violent & aggressive situations

Realise that defusing & de-escalating situations are by far the best way of
dealing with a potentially violent or aggressive situation.

Lone working safety measures

Who Should Attend

Any employees who deal with difficult enquiries/complaints from members of the public, on a regular basis. Those employees considered being at risk of aggression whilst at work, for example, lone workers in the community and places where the public visit.

Duration of course: One day
Number of delegates places: Maximum 16
Trainers: One

SAMPLE PROGRAM-LEVEL 1:

Introduction to workplace violence
Violence-relevant legislation-Health & Safety-incident reporting
Health & Safety-Assessment & reduction of risk
Avoiding conflict-self awareness
Proactive service delivery
Communication skills
Signaling non aggression
De-escalation, defusing, & calming
High risk conflict
Post-incident considerations