Working environments differ, the causes of conflict, however, remain the same. Attempting to resolve a conflict can feel difficult particularly if there appears to be no middle ground and therefore no room for negotiation. Often a conflict is made worse by the attitudes and behaviour of one or more of the parties involved. Courses can also include a module on physical intervention. Delegates will be taught defensive techniques allowing them to deal effectively with physical contact or attack.
Understand how to:
Structure and control the conversation, Listen effectively, Calm a developing situation, Acknowledge
difficulties, Deal with the emotions of the situation, Manage an unpredictable situation, Say ‘No’,
Handle abusive behaviour & Effectively solve the issue.
The course also examines:
• Triggers to aggressive behaviour
• Understanding the needs of the angry
• Stages of conflict escalation
• How our safety can be compromised