Course Overview: Conflict Management Training

Introduction

Before commencing the course, let's delve into what's covered in this training program.

Course Structure

The course is structured into categories, each containing multiple videos. Participants have the flexibility to pause and revisit any video during the training. Regular updates ensure access to new content and replacements.

Support Options

Although this is an online course, assistance is available via phone, email, or online chat throughout the training.

Course Content Overview

Now, let's provide an overview of the course content:

Section 1: Understanding Conflict

• Definition of Conflict: Clarification of conflict concepts.
• Identifying Factors: Procedural and environmental influences on conflict.
• Causes of Conflict: Understanding root causes and triggers.
• Customer Service: Conflict resolution in customer service, health and social care, staff, service users, and customers.

Section 2: Communication Techniques

• Safe Distance and Reactions: Response strategies including fight, flight, and communication tactics.
• Positive Communication: Effective communication methods and breaking communication barriers.
• Non-Verbal Communication: Recognizing non-verbal cues of aggression and non-aggression.
• Active Listening and Paraphrasing: Techniques for attentive listening and summarization.

Section 3: Managing Aggression

• Understanding Behaviour: Differentiating between aggression, assertiveness, and passiveness.
• Risk Assessment and De-escalation: Dynamic risk evaluation and de-escalation strategies.
• Diffusion Techniques: Approaches to diffuse potentially violent situations.

Section 4: Legal Considerations

• Legislation: Understanding legal frameworks related to conflict management.
• Use of Force: Guidelines for the appropriate use of force if necessary.
• Post-Violence Incidents: Procedures following violent incidents.