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 staff who face adults presenting challenging or aggressive behaviour over the telephone or face to face. Under legislation it is an employer’s responsibility to ensure that individuals and roles are risk-assessed in relation to violence and aggression.

This Education Conflict Resolution training course is aimed at all staff including:

• Receptionist staff
• Teachers
• Assistant teachers
• Management
• Staff managing conflict in the workplace

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.