AAA Safety Training

AAA Safety Training

01253 486 786

07941 525 779

Conflict Management & Personal Safety Course

Course Description

MP9003167685b15d_278_172This course is designed to provide staff with the knowledge to highten their awareness of the potential risk of aggression and violence that they may face in their workplace. The course is then designed to equip them with the skills and knowledge required to enable them to confidently deal with and defuse such incidents of customer conflict. The training is in accordance with the Nationally Approved Conflict Resolution Model and is a mixture of both theoretical and practical scenario based training.

Who Will Benefit

The course is ideally suited for those employees who have direct interface with the customer. It is particularly suitable for those staff who work in customer service environments, which by their very nature are inherently stressful.

Course Duration

The Conflict Management course is conducted over half a day.

Course Syllabus

Examples of the subjects covered on the course are detailed below. However, it should be noted that the generic content can be tailored to meet individual client needs.

  • Course introduction and Introduction to workplace violence
  • Legislation and Employment Law
  • Assessment and reduction of risk
  • Conflict avoidance
  • Communication Skills
  • De-escalating Situations
  • High Risk Conflict & Exit Strategies
  • Post Incident Support

As perviously mentioned if your organisation has a specific area of training that is not included, or you require a more in-depth session, then we can accommodate you by providing additional training in that particular subject area.

Course Outcomes

On successful completion of the course students will be better able to:

  • Recognise the various stages of conflict and aggression.
  • use appropriate techniques to prevent escalation.
  • Use verbal and non verbal communication to resolve confrontational situations.
  • Maintain their composure and deal effectively with customers in difficult situations.
  • Understand and manage conflict “flashpoints”.
  • Risk assess situations and decide on effective exit strategies.
  • Assessment

Assessment will be ongoing throughout the course.

Certification

Subject to successful assessment, participants will be issued with a course certificate.

Numbers

The courses by the nature of their subject content are intensive and require students to be fully participative, particularly in the practical sessions. It is for these reasons that numbers are restricted to a maximum of fourteen students per course. Students should be aged 16 or over.

Location

We are able to deliver this course at your location, thus reducing your costs in respect of additional time out and travelling.

Cost

Please refer to the Course Price List for full details of the cost of this course.

Training can be conducted Off-site at a training venue organised by AAA Safety Training. The charge for such training will be subject to a number of factors e.g. location. Please contact AAA Safety Training to discuss your requirements.

 

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