Sample Training Courses and Content
(tailored to meet your specific needs)
Conflict Management & Personal Safety - Defusing
This one-day workshop introduces practical techniques to help staff to confidently deal with difficult, uncooperative or angry people, to recognise potential problems, explore options and confidently and effectively defuse situations before they escalate.
The programme explores what makes an individual challenging, how to adopt appropriate behaviour, listen and question effectively, show confidence and gain control.
Front Line Reception Staff - Conflict Management
This interactive 1-day course is designed to equip front-line reception and telephone staff with the knowledge, tools and tips needed to communicate effectively with customers on the telephone and at reception in a confident, friendly and effective way.
Lone Working - Personal Safety
This highly practical workshop aims to raise awareness of the potential risks faced as a ‘Lone Worker’ and introduces practical strategies and techniques to manage and reduce those risks. The course explores how to recognise potential problems, what makes a person challenging, how to listen and question effectively, adopt appropriate behaviour, show confidence and gain control.
Dealing with Telephone Conflict
This interactive 1-day course is designed to equip telephone staff with the knowledge, tools and tips needed to communicate effectively with customers on the telephone in a confident, friendly and effective way. Delegates will examine practical techniques to create a good impression, ask the right questions, handle complaints and defuse difficult situations, sound confident and respond professionally under pressure.
Conflict Management for Managers
This one-day workshop is designed to provide managers and support staff with a greater understanding of the issues of work related violence, and their legal duty of care in the context of their organisation.
We will explore how to identify and reduce potential conflict risks that staff may encounter, help managers to prepare for and to manage conflict situations more proactively, and how best to support staff emotionally and practically after incidents of workplace conflict or violence.
Conflict Coaching One-to-One
One-to-one conflict coaching provides a practical and supportive environment with an experienced conflict specialist to develop or improve the way they deal with conflict. It provides individuals with the opportunity to develop insight into what might be happening in particular situations, to work on skills to resolve conflict in a constructive way and practice alternative behaviours to challenging issues.
The coaching is designed around the specific needs of the person handling the conflict, and can assist them to evaluate behaviours and choices, gain clarity and plan constructive steps and strategies for future situations.
One-to-one coaching can also be used as a preventative tool – to assist people to be able to de-escalate and manage conflict that might arise in the future.
Conflict Coaching for In-House Team Conflict
Differing viewpoints, opinions and skills can make a team constructive and effective. Conflict arises when differences escalate into an unhealthy balance and have a negative and detrimental impact on the team and others.
Team coaching offers a constructive environment where a team can step back, identify challenging issues, examine conflict triggers and recognise the impact that conflict is having on team dynamics and performance. We introduce strategies to break the cycle of conflict, develop skills and tools to resolve conflict, and work with staff to improve communication and build cohesion.
Post Incident Support and Aftercare
This one-day workshop provides delegates with the practical skills required to confidently support staff and fellow employees during and following a traumatic - or potentially traumatic – incident in the workplace or community (usually involving difficult, angry or aggressive customers) in order to minimise the impact on employees.
Steps include addressing immediate on-scene needs, gathering evidence and reporting, identifying those at risk, symptoms to watch out for, support services available and returning individuals successfully to their normal tasks.
Training that suits your organisation
We offer bespoke and tailored training designed to reflect the specific needs and ‘in-house’ risks at your organisation.
Each course follows a clear and safe syllabus, and offers delegates a chance to look at very specific work issues, learn and practise new skills and gain confidence to respond more effectively to aggression and challenging behaviour.
How long is each course?
Training usually lasts one day, although in some cases a half day or short workshop can provide the practical tools needed to manage conflict more effectively.
Not sure which course is best?
Our courses offer flexible training tailored to your organisation’s specific conflict resolution needs and ‘in-house’ personal safety risks. Get in touch and we can help make sure you choose the right training.
Please call 0770 9955409 or use the enquiry form on the CONTACT US page.
Resources:
For more information on the law, go to HSE: Work related violence