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Managing Conflict

This course is designed to reduce the vulnerability of front line service staff where the possibility of direct or indirect confrontation with the public or client group has been identified. The course helps to create an understanding of conflict, its causations and influencing factors, whilst developing recognition, coping and interpersonal skills to effectively deal with it and to reduce the risk of violence.

What does the course cover?

• The assessment of role risk
  
• Client expectations
  
• Conflict causations
  
• Influencing factors
  
• Developing self-awareness
  
• Violence warning signals
  
• Violence triggers
  
• De-escalation techniques