Learning Outcomes – The learner will

• Know how communication can be used to solve problems and reduce the likelihood of conflict 

• Know the factors that influence human responses in conflict situations 

• Know how to assess and reduce risks in conflict situations 

• Know how to communicate effectively and de-escalate conflict in emotive situations

• Know good practice to follow after conflict situations

Assessment Criteria – The learner can

• State the importance of positive communication as a way of reducing the likelihood of conflict
• Identify how managing customer expectations can reduce the likelihood of conflict
• Identify the differences between assertiveness and aggression
• State the importance of viewing a situation from the customer’s perspective
• Identify strategies that can be used to solve problems
• Identify human responses to emotional or threatening situations
• Identify factors that can trigger an angry response in others
• Identify factors that can inhibit an angry response in others
• Identify the stages of escalation in conflict situations
• State how to apply dynamic risk assessment to a conflict situation
• State the importance of following employer policies and guidance in conflict situations
• Identify measures that can reduce risks for people who may be involved in conflict situations
• Identify how to use non-verbal communication in emotive situations
• Identify how to overcome communication barriers in emotive situations
• Identify ways of defusing emotive conflict situations
• Identify how to work with colleagues to de- escalate conflict situations
• State the importance of providing exit routes and space when dealing with an angry person
• State the importance of accessing help and support following an incident
• Identify the benefits of reflecting on and learning from conflict situations
• Identify the benefits of sharing good practice and contributing to solutions to recurring problems

Course Duration: One Day (Followed by assessment-Multiple Choice)

Fee includes: Course Books, Registration and Certification