Lone Worker Conflict Resolution
Lone Worker Conflict Resolution
This course is aimed at staff that may have to face and deal with aggressive or threatening behavior in the workplace. Conflict resolution is the process of attempting to resolve a dispute or conflict. Successful conflict resolution occurs by listening to, and providing opportunities to meet the needs of all parties, and to adequately address interests so that each party is satisfied with the outcome.
Duration: 6 hour session
Training method: Non- physical classroom based course led by one of our experienced trainers in conflict resolution
Course objectives:
- State the meaning of conflict and common causes
- State common responses to conflict
- Describe common types of behavior that could be encountered in a lone working environment and the relevance of their impact
- To give examples of appropriate actions that can be used when defusing confrontation
- Identify the components of communication for different stages of conflict
- Discuss the importance of post incident procedures
Course content
- Delegate conflict experiences
- Common drivers or causes of conflict
- Conflict continuum
- Aggression management model
- Stress reactions
- Components of communication
- Violence precursors and indicators
- Common offender behaviour
- Proxemics - intimate, personal and public zones
- Impact factors - Person, place and object
- Use of force legislation and self defence
- Communication and defusing models
- Non-aggressive postures
- Distance - action vs reaction
- Physical barriers - desk, chair etc
- Escape routes and layout of the room
- Reflection and reporting
This course can also be integrated with the physical restraint and resolution which is condensed to include both components within a 6 hour session.
For more information call our sales team on 0845 543 2087 or email sales@peoplesafe.co.uk
