
Introduction to Conflict Management
Ascend Learning Solutions
This is a useful course for individuals who would like a better understanding of how to recognise and prevent conflict situations from arising and who would like to gain more confidence in being able to deal with conflict situations.
Who should complete the course?
It is suitable for anyone who has a customer facing role, dealing with service users or the public. This could include retailers, call centres, councils, schools and any customer service-related business.
Course Content
- Legislation and use of force
- Components of communication
- Continuum of aggression
- Risk assessments (hierarchy of control)
- Warning/danger signs
- Physiological/Psychological effects of conflict
Duration
Half day (3 hours)
Assessment
Observation and Participation.
What next?
Delegates successfully completing this course could progress on to further learning routes including Highfield Level 2 Award in the Delivery of Conflict Management Training (RQF).
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