Who should attend:

Staff and Managers that may have to face and deal with threatening/aggressive or violent behaviour in the workplace.


4 hours contact from 10am – 3pm to include lunch


Basepoint Business Centre, Ipswich

Course Aim:

To provide delegates with the basic knowledge, understanding and skills to deal with potential conflict situations.

Learning Outcomes:

By the end of the course, delegates should be able to:

Describe common causes of conflict
Recognise and understand the stages of a conflict as it may occur
Explain the components of communication and their importance when dealing with conflict
Explore blocks and problems that can arise from the communication process
State relevant policy and use of force legislation
Give examples of options that can be used to deal with inappropriate behaviour
Describe appropriate communication models for different stages of conflict
Identify the importance of incident reporting and post incident procedures

Overview of Content

We will aim to conduct the workshop within 4 hours with appropriate comfort breaks and lunch. The content will include the following, using a variety of methodology including facilitation, group exercises and demonstrations following the principles of adult and accelerated learning. The length of time given to each module may vary dependant on the competency and previous training received by the delegates.

Previous delegates conflict experiences
Definition and causes of conflict
Warning and danger signs
Conflict continuum
Use of force legislation and Policies
Components of communication
Barriers and breakdowns in communication
Implications of ineffective communication within the workplace
Communication models to deal with conflict
Distance – action v reaction
Post Incident Procedures


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