Personal Development
Managing Conflict (half day)
Managing Conflict (half day)
0.5 Day
Course code: PP-3034
Overview
To build an understanding of how to manage challenging situations professionally and safely in customer-facing working environment.
Learning
- By the end of this half
- day workshop, delegates will be able to:
- Demonstrate an understanding of what is mean by violent and/or aggressive behaviour within a customer
- facing work environment.
- Understand the benefits of preventing potentially violent and/or aggressive customer behaviours… and how to do so in practice.
- Identify how to spot the signs of potential conflict.
- Understand how to diffuse conflict in a polite and professional manner and thereby de
- escalate violent situations.
- Share some suggestions for dealing with the after
- effects of a violent incident.
Assessment
Qualitative assessment by tutor (For example: observations or demonstrations throughout course)
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