Conflict Management

This course is aimed at people whose work may expose them to confrontational or volatile situations. The content will usually be tailored to suit the specific requirements of the customer and role of the worker. It often includes all or some of the following:

• The importance of communication when dealing with potential conflict
• The triggers for aggressive behaviour
• How aggression escalates
• Human behaviour 
• Recognising the signs of aggression developing
• De-escalating conflict
• Practical personal safety
• The legal framework regarding the use of force