Description
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