Dealing with conflict and breakaway techniques

Overview

MEETS CARE CERTIFICATE STANDARD 13

Course Overview:

• The course raises participants’ understanding of their authority, possible reasons for conflict, their response to the aggressor and the contribution they can make to either calming or escalating the confrontation

• Delegates will learn how to recognise signs of conflict and utilise practical strategies to stay composed and resolve customer conflict

• During the training session participants learn to understand what emotions take place in conflict and the factors that influence potential aggressors and identify skills to build their confidence to maintain composure whilst de-escalating customer conflict

Course Benefits – by the end of the course participants will be better able to:

• Recognise what is Conflict
• Know impact factors involved in conflict
• Use communication skills (Betaris Box)
• Recognise anger, danger and warning signs of conflict
• Use diffusion skills ( also including employees behaviours).
• Manage expectation of customers
• Perform transactional analysis
• Understand law and use of force
• Perform Breakaway techniques
• Make a dynamic Risk assessment