Conflict Resolution

Course outline

Our conflict resolution course helps front-line people to recognise and resolve challenging situations. They will be provided with the attitudes, behaviours and skills to resolve conflict in a safe and confident way.

 

Suggested attendees

All frontline staff.

This Facilities, Retail & Leisure Conflict Resolution training course is aimed at all staff including:

  • All new employees
  • All public-facing staff

Course content

Exploring conflict

  • Defining conflict
  • Common causes
  • Stages of conflict

Communication models and de-escalation

  • Conflict examples
  • Warning and danger signs
  • Communication models
  • Cultural differences
  • Communication and de-escalation

Procedural, environmental and legal responsibilities

  • Use of force legislation
  • Risk assessments
  • Policy and best practice
  • Mental Capacity Act

Incident reporting and support

  • Documentation and systems
  • Post-incident procedures
  • Options for support

By the end of this course your team will be able to:

  • Recognise conflict and the causes
  • De-escalate aggressive behaviour effectively
  • Understand procedural and legal context of violence
  • Provide post-incident procedures

At the end of this course your team will receive:

  • A certificate of attendance
  • Receive a course workbook
  • Access to a dedicated delegate resource area
Duration 3.5 Hours
Delegates 16 Max

How to book:

Call us: 01473 927 333

info@ikontraining.co.uk

Please complete this form and we will respond to your enquiry.

    Delivery Methods

    Classroom
    Learning

    We can deliver this course in a classroom environment

     

    E-Learning

    We will be able to deliver this course via our E-Learning option in the near future, watch this space

     

    Remote
    Learning

    This course can be delivered via Remote Learning  Remote Learning more info

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