Conflict Management course overview

Video 2 of 25
1 min 48 sec

Before we start this course, we will first look at what is covered during the training. The course is divided into categories and within each category, you will find several videos. You can pause and watch again any of the videos in the course. We update our courses regularly and you will be able to see any replacements and also any new videos as they are released. This may be an online course but if you have any questions during the course, you can contact us by phone, email, or use our online chat facility on any of our websites. You will work through the course videos in order and now I will give you an overview of what is contained in the course.

In the first section, we will look at understanding the definition of conflict, identifying procedural and environmental factors affecting conflict, understanding what causes conflict, identifying the triggers and causes that lead to conflict and we will also cover customer service, health and social care, staff and service users and customers. Other sections will cover safe distance or reactions which include vital flight, communication, understanding positive communication, a communication cycle, communication barriers, the use of non-verbal communication to signal aggression and non-aggression and lastly active listening and paraphrasing.

The next section will allow you to understand the differences between aggression, assertiveness and passiveness. We will then cover the dynamic risk assessment using de-escalation, reactions and approaches and diffusion and instruction techniques. Finally, you will also be able to understand legislation, the use of force if necessary and post-violence incidents.