CONFLICT MANAGEMENT TRAINING – COURSE OVERVIEW The course raises participants’ understanding of the background to conflict and the contribution they can make to either calming or escalating a confrontation. During the training day participants learn and practise key skills to build their confidence and to maintain composure whilst de-escalating conflict. CONFLICT MANAGEMENT TRAINING COURSE BENEFITS By the end of the Conflict Management Training course participants will be better able to: Identify the key components present in all angry confrontations Recognise different stages of conflict escalation Recognise the signs of conflict and aggression Maintain composure when responding to conflict and aggression Use skills to manage their words, phrases and body language Demonstrate skills to stay calm and manage angry behaviour KEY CONTENT INCLUDES BACKGROUND TO CONFLICT Triggers to aggressive behaviour Understanding peoples needs when they are angry Stages of conflict escalation How our safety can be compromised RECOGNISING RISING ANGER Reading signs and symptoms of aggression Managing conflict ‘flashpoints’ RESPONDING TO CONFLICT Understanding our natural response to conflict Understanding the impact of saying the wrong words and phrases Managing our body language during conflict Staying calm and managing our own responses MANAGING CONFLICT Structuring and controlling the conversation Listening and calming the situation Acknowledging difficulties and customer emotions Managing unpredictability (drugs, alcohol, mental illness, etc.) Saying no effectively Handling abusive behaviour Solving the problem
Name: Conflict Management Qualification title: Non regulated Community Learning provision, Preparation for Work Qualification type: Assessment Awarding Generic award - no awarding body Created 20161003 08:28:27 Updated 20161003 08:28:27
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HUMBER LEARNING CONSORTIUM
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https://www.hlc-vol.org
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Title: Non regulated Community Learning provision, Preparation for Work Qualification: Non regulated Community Learning provision, Preparation for Work Classification: Preparation for Life and Work