Download: Course Specification

Course Content

Exploring conflict

• Defining conflict
• Common causes
• Stages of conflict

Communication models and de-escalation

• Conflict examples
• Warning and danger signs
• Communication models
• Cultural differences
• Communication and de-escalation

Procedural, environmental and legal responsibilities

• Use of force legislation
• Risk assessments
• Policy and best practice
• Mental Capacity Act

Incident reporting and support

• Documentation and systems
• Post-incident procedures
• Options for support

Who should attend this brilliant course

All frontline staff whose work brings them into direct contact with members of the public.

This Local Authority & Housing Conflict Resolution training course is aimed at all staff including:

• All new employees
• All staff facing violence and aggression

Food for thought

Why not add Breakaway Techniques to this course to create the ultimate Conflict Resolution safety package?

Team Learning Outcomes

• Describe the common causes of conflict and identify the different stages of a conflict,
• Learn from their own experience of conflict situations to develop strategies to reduce the opportunity for conflict in the future,
• Indicate the level of emphasis that can be placed on verbal and non-verbal communication during a conflict situation,
• Understand the impact that cultural differences may have about communication,
• Identify the causes of communication break down and the importance of creating conditions for communication to succeed,
• Utilise three communication models that would assist in dealing with different levels of conflict,
• Recognise the behavioural pattern of individuals during a conflict,
• Recognise the warning and danger signals displayed by individuals during a conflict situation including the signs that may indicate the possibility of physical attack,
• Identify the procedural and environmental factors affecting conflict situations and recognise their importance in decision making,
• Understand the importance of keeping a safe distance in conflict situations,
• Explain the use of ‘reasonable force’ as described in law and its limitations and requirements,
• Identify the range of support, both short and long-term, available to those affected by a violent incident, and
• Understand the need to provide support to those directly affected by violent conflict and the broader organisational benefits of this.
  

Good to know

• Before the course each delegate will be asked to complete a Pre-Course Briefing Form to determine their individual objectives for attending the course. These objectives will be used by the Tutor to give on-target training that is focused on the individual delegates.
• At the end of the course each delegate will be asked to complete a Personal Development Plan that can be used as part of future appraisals, and that will also be an important tool for management reference.