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Conflict Resolution : An introduction for lone workers and front line staff...
Sat 29 April 2017, 10:00 – 13:00 BST
In collaboration with our partners at EMC we are proud to offer this introductory course on conflict resolution. This course has been constructed specifically for front line staff and lone workers. It is therefore suitable for anyone dealing with members of the public, patients, clients or challenging customers.
Through theoretical concepts, group activities and role-play, participants will explore the nature and background of conflict as well as gain an empowering understanding of their contribution to its escalation, confrontation or resolution.
Throughout the course participants will have the opportunity to learn key skills transferrable to a wide-range of conflict settings. All activities will enable participants to put core principles into practice, building their overall confidence and enabling them to maintain composure whilst de-escalating difficult conflicts and navigating challenging situations.
Understanding the nature of conflict
Intrapersonal awareness and unconscious bias
Strategies for dealing with conflict
Managing conflict in the workplace
Win-Lose, Lose-Lose, Win-Win