Conflict Management (City & Guilds)

Course Code: 3270

This qualification is ideal for people who need to deal effectively with any type of conflict or potential violence in the workplace. It is aimed at a wide range of workers who interact with service users, fellow workers, the public, or in a customer service environment.
Well managed conflict builds better understanding, greater trust and improved productivity. When handled badly, it can result in very negative outcomes for a business.

This course will enable delegates to develop an understanding of the factors that contribute to conflict and provide the skills to respond to conflict in the most appropriate way in order to ensure a positive outcome.

Course ContentIntroduction to Workplace Violence
Health and Safety Legislation
Definition of Workplace Violence
Duty of Care Employer/Employee
Dynamic Risk Assessment
Dynamic Risk Assessment
P.O.P
Identify Key Risks
Self Awareness
Emotional/Rational Mind
Fight/Flight Response
Triggers/Inhibitors
Stimulus/Response
Proactive Service Delivery
First Contact - Managing customers expectations
Positive Communication
Attitude Behaviour Cycle
Communication Skills
Basic elements of Communication
Blocks to Communication
Non Verbal Communication
Signalling Non Aggression
Open PALMS
Eye Contact
Active Listening
Space and Stance
Defusing and Calming
Maintaining Self Control
Match Energy Levels
Show Empathy
Win - Win Outcome
High Risk Conflict
Confronting Unacceptable Behaviour
Exit Strategies
Law Relating to the use of force
Post Incident Support
How people are affected by workplace violence
Reporting and recording
Learning from the incident
Sharing good practice

Course Starting: Monday 10 Sep 2012 - Part Time - Folkestone

Course Starting: Monday 10 Sep 2012 - Part Time - Ashford