Overview

This qualification provides employees with a foundation in conflict resolution. Emphasis is placed on the importance of personal safety when assessing risks, managing escalation, and de-escalating confrontational behaviour in a workplace situation.

Who needs this qualification?

This qualification is ideal for anyone who requires training in conflict management. It is appropriate for a wide range of sectors and is suitable for anyone who has a customer facing role, dealing with service users or the public. It is also a useful qualification for individuals who would like a better understanding of how to prevent conflict situations from arising and who would like to gain more confidence in being able to deal with conflict situations.

Why is this training important?

Conflict resolution training aims to improve communication skills and teamwork among employees which helps to build strong and long-lasting work relationships. Conflict resolution training is essential for fostering a positive work environment, improving relationships, reducing disruptions, and enhancing the overall effectiveness of individuals and organisations. By investing in conflict resolution training, individuals and organisations can proactively address conflicts and create a more harmonious and productive environment.

Course content

Positive communication
Managing customer expectations
The difference between assertiveness and aggression
Human responses in conflict situations including effects of fear, the “fight” reaction, triggering an angry response in others
Assessing and reducing the risks in conflict
De-escalating conflict in emotive situations
Confronting unacceptable behaviour
Good practice following a conflict situation

Learning outcomes:

Upon completion of the course, learners will be able to:

Understand the communication cycle, body language, tone of voice and whether the behaviour demonstrated, is assertive, aggressive or passive
Recognise the different human responses to conflict and how to manage them
Identify potential triggers to conflict
Assess and reduce the risks in conflict situations
Identify the different phases in behaviour
Identify levels of threat from people, the environment, and weapons
Know how to put their own safety first in a conflict situation including exit routes and attitude
De-escalate conflict in emotive situations-including non-verbal communication
Know how to resolve conflict and good practice following any conflict situation

Certificated by: Ouch Learning and Development

Duration: 1 day

Assessment: No formal assessment

Prerequisites: None

Validity of award: 3 years

Included in the price:

Interactive and engaging course
Digital certificate
Course manual & materials
Access to FREE resources including Appointed Persons posters for your workplace
Access to our customer portal to view your bookings, download previous certificates and generate training reports of your employees
Automatic email reminders for certificate expiries

Conflict Resolution