Unfortunately, many of us might face confrontation or conflict whilst carrying out our work. If you have staff who are in a customer facing role or meeting members of the general public regularly, then it’s likely that they will encounter people who are frustrated, aggressive or even violent.
Our Conflict Resolution course will inform your staff of the potential causes of conflict and how they can de-escalate or retain control of a situation, taking you step by step through how to safely resolve potential conflicts before they reach crisis point.
- Common causes of conflict
- Communication & communication breakdown
- Body language
- Conflict resolution
- Aggressive behaviour
- When conflict escalates