Conflict De-escalation and Resolution

This course is for anyone who faces conflict when simply trying to do their job.

You may work in a public-facing organisation, dealing with customers who are occasionally angry or even threatening. Or your organisation may deal with clients who are sometimes anxious or irate or and who take that out on you. Whatever the circumstances, if you feel that you need to sharpen your abilities to calm a situation and reach a satisfactory conclusion, then this course is for you.

The aims of the course are:

• To help you to recognise the different types of conflict and the common causes of conflict.
• To give you an understanding of the benefits of a conflict risk assessment in your role.
• To help you assess the level of risk implied in the initial stages of a confrontation
• To make you familiar with the different strategies that can be used to either prevent conflicts from occurring or to prevent them from escalating.
• To give you an understanding of the various ways to deal with confrontations and ongoing conflicts, including forms of alternative dispute resolution such as mediation.
• To give you an understanding of the law in relation to conflict management.

We look at

• What is Conflict?
• Who has experienced conflict and what where the outcomes?
• Communication Skills – How we communicate (Using the “I” Statement)
• Listening Skills and types – Listening Exercise
• What is behaviour? What are the functions of behaviour?
• Emotional Intelligence
• Remaining Calm - Roleplay
• Stress and its effects
• De-escalation - Roleplay
• When to step back

This training is available as in-house or online training for your own staff

We will be happy to arrange a session of this course for up to 12 of your staff, at a time that suits best for you. The costs can be as low as £40 per attendee.

For a no-comitments chat contact us on [email protected] or call 07415 652 522

FAQs

Do I have to book using Eventbrite?

No. You can simply contact us at [email protected] with your name, organisation, billing address and a note of any access issues. We will issue an invoice in advance of your attendance.

What refreshments are served at the training?

Two free rounds of tea, coffee and biscuits are served on arrival and at mid-morning. There is no free lunch. The venue’s café serves hot and cold food on a cash basis.

Is there disabled access?

The venue is fully accessible. There is a flight of stairs at the front of the building, however, so wheelchair access is at the rear. A Civicos staff member can be on hand to assist, as the entry point is not obvious. Please let us know in advance of any access requirements.

What are my transport/parking options getting to the event?

Please refer to the Google info here

What can/can't I bring to the event?

No need to bring equipment or laptop unless we specifically ask in the training descriptor. Pen and paper may be handy for notes.

Is my registration/ticket transferrable?

If you want to transfer to another training course, please contact us with five or more days’ notice at [email protected]

Do I have to bring my printed ticket to the event?

No need

What is the refund policy?

Civicos Training requires five working days' notice of cancellation. We will always attempt to place you on a later version of the same course, or transfer your booking to another course at no extra cost. However, if you cancel with less than the required notice, we do reserve the right to charge for the full cost of the course

Host or Publisher Civicos Training and Communications CiC