This course has been designed for workers in either the public, private or voluntary sector who deal with the public and are confronted by difficult or aggressive people. This course discusses the different reasons and triggers why people become difficult and aggressive and examines the candidates own feelings in those situations. It will provide guidance and responsibilities on legislation such as health, safety and criminal law for both employers and employees. The communication process is explained and its importance in preventing and managing difficult people and conflict. Customer care in managing expectations and how poor customer care can cause conflict situations. Good practical guidance will be given to provide candidates with the confidence and ability to deal with the difficult situations. The final element is reflecting upon conflict situations and providing support.
Dealing with Conflict: 5 steps . . .
STEP 1: Recognising Difficult Situations
What do we mean by conflict?
Violence at Work
What do we learn from research?
Rules versus Logic
STEP 2: Accepting our own Prejudices
Religion or belief
Pregnancy and maternity
Marriage and civil partnership
STEP 3: Listening to What Our Bodies are Telling Us
Fight, flight or freeze
Signs of escalation
Our own feelings
Emotional and rational responses
STEP 4: Communication
4 stages of effective communication
LIstening to customers
dynamic risk assessment
STEP 5: Resolution
Reflection and learning
Why should you attend this course?
Have you been abused, bullied, threatened or assaulted at work?Have you witnessed your colleagues being abused, bullied, threatened or assaulted at work
How did you feel?
Did you know how to deal with it?
Is there any lasting effect?
Are your employers aware?
What action has your employer taken to resolve the situation?
Do you have to deal with difficult people or behaviour in the workplace?
Would you like to be confident in dealing with difficult people?
Do you want to know how to deal with these difficult situations?
Do you spend too much time dealing with conflict?
Would you benefit from de-escalation skills?
Do you want to gain confidence and practical skills in dealing with aggressive people?
Do you need to know what the law says about dealing with conflict?
If you have answered YES to any of these questions then this course is for you.
Call today for details of next available dates.
Join us at Glyndwr University on Thursday 3rd November 2016 for an interactive seminar.
This event will begin at 9am
Theatr B, Canolfan Edward Llwyd, Mold Road, Wrexham, LL11 2AW