Combines the best of Conflict Resolution, Lone Worker and Breakaway for teams that face a higher level of risk on a day-to-day basis. It will raise self-awareness, improve confidence and teach people how to safely remove themselves from potential harm.
All frontline staff and those facing challenging or aggressive behaviour.
This Facilities, Retail & Leisure Conflict Resolution & Personal Safety training course is aimed at all staﬀ including:
All new employees
Those facing challenging or aggressive behaviour
What is conflict?
Stages of conflict
Communication models and de-escalation
Verbal and non-verbal communication
Procedural, environmental and legal responsibilities
Use of force legislation
Lone working and personal safety
Policies and procedures
Distance, stance and positioning
Action vs. reaction
Incident reporting and support
Documentation and systems
Options for support
By the end of this course your team will be able to:
Recognise escalating behaviour
Reduce the risk of conflict occurring
Implement measures to successfully manage a conflict situation
Interpret procedural, environmental and legal context of violence