This course will help you to understand and develop the
confidence and skills required to help you communicate and deal safely and
effectively with the conflict that will inevitably happen in your role.
Four main areas covered are:
Avoiding Conflict & Assessing Risk
In this section you will be looking at ways in which you can reduce the risks
of being involved in conflict through:
Effectively
assessing a situation
Being
more aware of how people may react in threatening situations
Providing
good customer service.
Defusing
Conflict
In this section you will look at ways in which you can
defuse a conflict situation by:
Understanding
how to overcome blocks to communication
Using
effective communication to signal non-aggression and calm down a potentially
violent situation.
Recognising
and dealing safely with high risk situations
Resolving Conflict In this section you will look at ways in which you can help
to resolve the problems that cause conflict by being able to:
Recognise
the customer’s point of view
Resolve
the issue
Seek
a win win solution
Learning from Conflict In the final section you will look at things you need to
consider after an incident including ways you can:
