Conflict Management
The Website Hoster
Summary
- Exam(s) / assessment(s) is included in price
Overview
The goal of this course is to provide students with conflict management information that can be beneficial both personally and professionally.
Productively engaging in conflict is always valuable. Most people are willing and interested in resolving their conflicts; they just need the appropriate skill set and opportunities in which to practice this skill set. Without a conflict skill set, people want to avoid conflict, hoping it will go away or not wanting to make a “big deal out of nothing.” Research and personal experiences show us that, when we avoid conflict, the conflict actually escalates and our thoughts and feelings become more negative.
Through conflict self-awareness we can more effectively manage our conflicts and therefore their professional and personal relationships. Furthermore, by discussing issues related to conflict management, teams can establish an expected protocol to be followed by team members when in conflict. All teams and organisations have a conflict culture (the way the team responds to conflict). However, most teams never discuss what the conflict culture is, therefore providing the opportunity for individual team members to make assumptions that can be counterproductive to the team.
Practising one’s conflict management skills leads to more successful engagement in conflict with outcomes of relief, understanding, better communication, and greater productivity for both the individual and the team.
Description
Lessons included in this course are as follows:
1 Welcome
2 Introduction
3 Personal Safety & Conflict Management
4 Personal SafetyQuestions You Should Ask Yourself
5 P.L.A.N.
6 Dynamic Risk Assessment
7 The P.O.P. Model
8 The S.A.F.E.R. Model
9 Using Verbal and Non Verbal Diffusion Techniques
10 Human Reaction - Rational Brain Vs Emotional Brain
11 Instinct
12 Signs of Aggression
13 Fight or Flight
14 Methods of Dealing with Conflict
15 Showing Empathy
16 Managing Expectations
17 Showing Signs of Non Aggression
18 Switching - Contact and Control
19 Contact and Cover
20 Reasonable Force
21 Dealing with Difficult Phone Calls
22 After The Fact
An assessment will be held after taking the course which is included in the cost
Who is this course for?
Workers in security, customer service or customer facing roles in any retail, corporate or entertainment venue
Requirements
There are no requirements for this course.
Career path
This is for CPD (Continual Professional Development).
Questions and answers
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Legal information
This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.
