Course Content

• Introduction
  • Course Introduction
  • Conflict Management course overview
• Conflict Management
  • Defusing potentially dangerous situations
  • Understand the difference between aggression, assertiveness and passive
  • Dynamic risk assessment
  • Reactions and diffusion
  • Step by step processes
  • Regulations
  • Post near miss and violent incidents
  • Causes and triggers
  • Safe distances
  • Fight or flight
  • Use of force and the law
  • Communication
  • Verbal and non-verbal communication skills
  • Expectations and prejudice
  • Recognising danger signs
  • Cultural differences
• Practical Scenarios
  • Calming an angry family member
  • De-escalating an angry parent
  • Arguing colleagues
  • Telephone customer service scenario
  • Customer service desk scenario
  • Language barriers
• Summary
  • Course Summary