Conflict Management

Suitability: Ideal for Employees who deal with the Public

Length of course: One Day

1) Coffee / Tea getting to know one another

2) Opening Lecture

3) Short Film

4) Recognising a potential conflict before it occurs

5) Body Language – both theirs and yours

6) Assertive projection

7) Dealing with minor complaints – avoiding escalating a situation

8) Dealing with verbal abuse

9) Keeping a safe distance

10) Dealing with more than one individual

11) Calling for assistance – again without escalating a situation

12) Assisting a colleague

13) Moving through s crowd to assist a colleague

14) Dealing with an aggressor without physical contact

15) Asking an individual to leave the premises

16) Escorting an individual from the premises

17) Evasive techniques - Escaping from an individual if grabbed

18) Blocking techniques - How to avoid being struck, even by a stronger person

19) How to control an attacker without inflicting injury

20) Course conclusion - putting everything together

Nearly all the above sections are based on real life scenarios and involve Delegates in in-depth role play.

WALK TALL AND UNAFRAID.