This Conflict Management Training course is designed to teach senior employees and managers how to prevent and resolve disputes in the workplace. It acquaints them with the common causes and signs of conflict, how the law affects conflict management, how to conduct a conflict risk assessment, how to prevent conflicts, and methods for dealing with confrontations and ongoing cases of conflict – including various forms of alternative conflict resolution. 

Course Content 

      •  Understanding conflict 

      •  De-escalating conflict 

      •  The stages of conflict escalation 

      •  Managing body language 

      •  Managing unpredictable situations (drugs, alcohol, groups, etc.) 

      •  Identifying triggers 

      •  Understanding personal triggers 

      •  Managing vocal speed and tone 

      •  Managing abusive behaviour 

      •  Defining abusive behaviour 

      •  A 3-step model to handle abusive behaviour 

      •  Listening Skills 

     •  Structuring challenging conversations