Conflict Management and Resolution

Overview

To enable staff to develop the skills they need to stay safe when in direct contact with customers and colleagues, and enable them to improve communication with irate and aggressive people they interact with in the course of their work.

Learning

• At the end of this workshop delegates will be able to:
• Describe what conflict is and causes of conflict.
• Understand how body language, pitch, tone and words can pacify or escalate conflict.
• How to avoid conflict..
• Know the anger cycle.
• Know your own current style of dealing with conflict.
• Know a range of approaches to manage conflict, influence and negotiation arbitration.
• Have strategies to proactively identify conflict and know when to escape.

Assessment

Qualitative assessment by tutor (For example: observations or demonstrations throughout course)

Trigger Warning:
This course contains material that addresses sensitive subjects, including but not limited to violence, abuse, mental health issues, discrimination, and trauma. Some participants may find certain content distressing. Individuals are encouraged to prioritise their wellbeing and may take a break or step away from the session at any time. Support is available through internal organisational channels and external professional services. A list of relevant support resources will be provided at the conclusion of the session.