Conflict Management

Who is this course for?

This programme has been designed to assist staff members in dealing with customers and service users that may become confrontational and aggressive. The training assists the candidates to manage aggressive and challenging behaviour within the workplace more safely and effectively.

The course has been designed to be of benefit all sectors and roles but is of particular importance to:

  • Staff who routinely deal with potentially confrontational situations
  • Customer service personnel
  • Front line staff
  • Lone workers

Why should I take this course?

Unfortunately in the world we live in today arguments and confrontation seems to be commonplace, even at times intruding into our work environment. Many of us have had to face insults and verbal abuse within our working day; indeed it is often seen as part of the job.

The real problem lies in the fact that the situation can, without the correct approach, rapidly spiral out of control and escalate to a potentially dangerous and/or violent situation.

The EMS programme enables candidates to understand how a situation can escalate out of control, and by understanding this candidates are given the skills to help them calm a situation, without resorting to the use of force.

What does the course cover?

This programme has been designed to enable candidates to look at how confrontation occurs within their workplace and role. The course then builds upon this by equipping the candidates with the knowledge and skills to help prevent and defuse these situations in the future, as well as enabling them to reduce the potential risks to both themselves and others.

Throughout the course we will examine:

  • Preventing conflict
  • Proactive service delivery
  • Common flashpoints
  • Being proactive
  • Dynamic risk assessment
  • Reducing frustration
  • Elements of communication
  • Types of behaviour
  • Managing conflict
  • Responding to a threat
  • Signs of escalation
  • High risk conflict
  • Exit strategies
  • Team working
  • Learn from conflict
  • Post-incident considerations
  • Debriefing incidents
  • Recording conflict incidents

What level of training does my role require?

Candidates are given training relevant to the skills necessary for their role and the location they work in. In order to enable us to correctly tailor the programme we will perform a training needs assessment, which ensures that the training is designed to suit the needs of the candidates.

Do I have to take an exam to pass the course?

No, candidates do not have to sit a formal examination on the course. However, candidates must be able to satisfy the trainer that they can accurately demonstrate the skills they have been taught. You will only need to sit a formal examination at the end of the course if you wish to be awarded an NVQ level 2 certificate.

What benefits does this course offer?

This programme helps employer’s meet their duty of care to employees, who work in roles that require them to deal with people in confrontational situations, as well as:

  • Reducing assaults against staff
  • Increasing the confidence and performance of managers and staff
  • Creates a safer environment for staff and service users
  • Enhances customer service
  • Reduces the need to resort to force
  • Protects the organisation from compensation claims and reputation damage.

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