Conflict resolution is conceptualised as the methods and processes involved in facilitating the peaceful ending of conflict. Conflict management in the workplace is the process of limiting the negative aspects of conflict while increasing the positive aspects of conflict with your colleagues,
peers and managers.
There are many professions and circumstances, where individuals can potentially find themselves in conflict situation and with the correct handling and training, can be dealt with and defused in a calm professional manner. On this course, you will learn how to identify that a situation could arise and how to deal with it to avoid conflict. This course is ideal for those that do not wish to / or have no requirement to learn about physical intervention skills.
The Conflict Management Level 2 (VTQ) certificate is valid for three years and the online training course will serve as a good annual refresher course.
This course is available online via Omni eLearning.
The classroom based qualification is completed with a qualified instructor. All instructors teaching this course are highly trained serving/retired Police Officers – who have been certified as maintaining their skills up-to-date.
Course Structure:
Conflict resolution is conceptualised as the methods and processes involved in facilitating the peaceful ending of conflict. Conflict management in the workplace is the process of limiting the negative aspects of conflict while increasing the positive aspects of conflict with your colleagues,
peers and managers.
There are many professions and circumstances, where individuals can potentially find themselves in conflict situation and with the correct handling and training, can be dealt with and defused in a calm professional manner. On this course, you will learn how to identify that a situation could arise and how to deal with it to avoid conflict. This course is ideal for those that do not wish to / or have no requirement to learn about physical intervention skills.
The Conflict Management Level 2 (VTQ) certificate is valid for three years and the online training course will serve as a good annual refresher course.
This course is available online via Omni eLearning.
The classroom based qualification is completed with a qualified instructor. All instructors teaching this course are highly trained serving/retired Police Officers – who have been certified as maintaining their skills up-to-date.
Course Content:
Know how communication can be used to solve problems and reduce the likelihood of conflict
State the importance of positive communication as a way of reducing the likelihood of conflict
Identify how managing customer expectations can reduce the likelihood of conflict
Identify the differences between assertiveness and aggression
State the importance of viewing a situation from the customer’s perspective
Identify strategies that can be used to solve problems
Know the factors that influence human responses in conflict situations
Identify human responses to emotional or threatening situations
Identify factors that can trigger an angry response in others
Identify factors that can inhibit an angry response in others
Know how to assess and reduce risks in conflict situations
Identify the stages of escalation in conflict situations
State how to apply dynamic risk assessment to a conflict situation
State the importance of following employer policies and guidance in conflict situations
Identify measures that can reduce risks for people who may be involved in conflict situations
Know how to communicate effectively and de-escalate conflict in emotive situations
Identify how to use non-verbal communication in emotive situations
Identify how to overcome communication barriers in emotive situations
Identify ways of defusing emotive conflict situations
Identify how to work with colleagues to de-escalate conflict situations
State the importance of providing exit routes and space when dealing with an angry person
Know good practice to follow after conflict situations
State the importance of accessing help and support following an incident
Identify the benefits of reflecting on and learning from conflict situations
Identify the benefits of sharing good practice and contributing to solutions to recurring problems
