Having trouble watching this video? Click here if the video isn't loading.
Show full transcript for Conflict Management course overview video

Before we start the course, we will first look at what will be covered during the training. The course is divided into categories and in each category, there are a number of videos. You can pause and watch again any video on the course. We do update our courses regularly and you will be able to see the replacement and new videos as they are released.

This may be an online course, but if have any questions during the course you can contact us on 01206 805359 alternatively email us at support@protrainings.uk or use our online chat on any of our online sites. More information can also be found on our website www.protrainings.uk.

By the end of the course you will be able to:

  • The definition of conflict
  • Identify Procedural and Environmental Factors affecting conflict
  • Understand what causes Conflict
  • Identify triggers and the causes that lead to conflict
  • Customer Services
  • Health and Social Care,
  • Staff and their role and Service Users and Customers
  • Safe Distance and reactions 
  • Fight/Flight
  • Communication 
  • Understanding positive communication
  • The Communication Cycle
  • Communication Barriers
  • The use of non-verbal communication to signal aggression and non-aggression and lastly
  • Active Listening and Paraphrasing
  • Understand the Difference between Aggression, Assertiveness and Passiveness
  • Dynamic Risk assessment
  • Using De-escalation
  • Reactions and approaches 
  • Defusion and Distraction Techniques
  • Understanding Legislation
  • Use of Force if necessary and Post Violent Incident.