CONFLICT RESOLUTION
This course helps employers in their duty under Health and Safety Legislation to protect employees form violence in the work place. Workplace violence can be any incident where a person is abused, threatened or assaulted in circumstances related to their work.
Work place violence is not just limited to those in security and policing. It is now seen as an issue for any front line staff who have to face the public, Emergency workers, Nurses, Occupational Health nurses, Doctors, social workers, Benefit officers, Teachers, Clergy, Reception and customer service personnel.
There are people who will readily turn their frustration with poor service, delays and inconsiderate behaviour into personal, abusive and even physical attack, especially in licensed establishments and situations where Alcohol can have an increased influence in triggering an escalation of a situation.
This new course delivered by City & Guilds qualified instructors covers conflict resolution and teaches the individuals to recognise escalating situations, the importance of pro active service delivery and provides defusing and calming techniques. The training is written to provide training to specific sector needs so ensuring it will be relevant to the audience.
Course Duration
6 hours or 12 hours dependant on requirements.
For general conflict resolution training a 6 hour course is normally sufficient but for those who may be expected to deal with conflict at or related to the workplace, Particularly those in the Security Industry (i.e. Door Supervisors, Security staff) and who require a nationally accredit course then a 12 hour course can be delivered.
Course content
- Understanding of workplace violence
- Recognition of Health and Safety responsibilities
- conducting risk assessments
- Recognising causes of conflict, self awareness and typical responses
- Recognising expectations of others and common flashpoints
- Effective communication skills and recognising blocks to communication
- Skills to signal ‘non-aggression’ to another person
- Understanding of how to De-escalate, diffuse and calm a situation
- Understanding of the law in relation to the use of force
- Recognising potential post incident reactions
- The importance of reporting and recording incidents
- Supporting staff and the individual, debriefing and organisational learning.
Certification
On successful completion of all aspects of the course which will be continually assessed by the tutor, candidates will receive a certificate of attendance or if specifically required the course can lead to a certificate in Conflict Management at Level 2 awarded by City and Guilds (1884). Please ask for details.
