Description
2 day course
Conflict Management (RQF) has been designed to provide conflict management skills to anyone working in a customer facing role, dealing with service users or the public in general.
It is applicable to a wide range of sectors, and can be taken by anyone requiring a better understanding of how to prevent conflict from arising, or would like to feel more confident in being able to deal with challenging situations.
Topics covered:
• how communication can be used to solve problems and reduce the likelihood of conflict
• the factors that influence human responses in conflict situations
• how to assess and reduce risks in conflict situations
• how to communicate effectively and de-escalate conflict in emotive situations
• good practice to follow after conflict situations
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