Effective Conflict Resolution
Effective Conflict Resolution
This once week intensive Effective Conflict Resolution Training Course will help attendees to learn the ways of managing conflict effectively, and to develop effective strategies and solutions to achieve resolution. The course raises participants' understanding of the background to conflict and the contribution they can make to either calming or escalating the confrontation.
Upcoming start dates
Suitability - Who should attend?
Who should attend
The Effective Conflict Resolution Training Course will be beneficial for executives, managers, supervisors, team leaders and employees at all levels or anyone who is likely to be involved in managing conflict situations at work.
Outcome / Qualification etc.
By the end of the course, participants will be able to:
- Identify Key triggers that can cause conflict
- Learn how to de-escalate aggressive people
- Learn how to diffuse volatile situations
- 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 customer behaviour
Training Course Content
Background to conflict
- Triggers to aggressive behaviour
- Understanding customers' 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 'red rag' 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
Expenses
Course Price: £3290 excl. VAT
Request information - obligation free
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BOC - Global Events & Training Group
BOC Global Events & Training Group is a professional global event organiser and corporate training provider, dedicated to help organisations to create new market space or a “blue ocean”, thereby making the competition irrelevant. Based in London, BOC has delivered...