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Title: Conflict Resolution (Meeting the NHS National Syllabus)
Aim: To recognise various aspects of conflict and to understand different methods and techniques to effectively manage and resolve conflict situations.
Who should attend: Any employees who deal with difficult enquiries/complaints from members of the public, on a regular basis. Those employees considered being at risk of aggression whilst at work, for example, lone workers in the community and places where the public visit.
Key Elements:
The course will cover:
- Verbal and non-verbal communication skills
- Recognising warning signs
- Cultural awareness
- De-escalation techniques
Role playing and student participation are an essential part of the days training and add to overall retention and successful application.
Students will receive a workbook where they can make notes throughout the day and which will contain the course material for future reference.
On successful completion of the course a certificate will be presented to the students.
Objectives:
By the end of the course, participants will be able to:
- Describe common causes of conflict.
- Describe two forms of communication, i.e. verbal and non-verbal.
- Give examples of communication breakdown.
- Explain three examples of communication models that can assist conflict in conflict resolution.
- Understand patterns of behaviours that may encounter during different interactions.
- Explain the different warning and danger signs.
- Give examples of impact factors.
- Describe the use of distance when dealing with conflict.
- Explain the use of "Reasonable Force" as it applies to conflict resolution.
- Describe different methods for dealing with possible conflict situations.
Benefits:
By the end of the course those attending will have been helped to:
- Become more confident about dealing with violence & aggression by identifying types of behaviour & triggers to violent aggressive behaviour.
- Know the Health & Safety issues regarding violence & aggression in the work place.
- Recognise and understand how their own body language and methods of communication can affect others.
- Realise that defusing & de-escalating situations are by far the best way of dealing with a potentially violent or aggressive situation.
Note: Each course can be bespoked to your needs to match your requirements. To find out more about our courses or to discuss a bespoke course please call us on 0113 258 0035 or email info@good-sense.co.uk.
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