Course Details

WHO SHOULD ATTEND
The programme is tailored to the needs of the delegates. The typical audience includes: managers, supervisors and customer facing staff.

OBJECTIVES
On successful completion of the course the delegates will have the skills, confidence and understanding to manage and control conflict situations along with the ability to effectively manage their own stress surrounding such incidents.

CONTENT
• Introduction to conflict
• What causes a conflict situation
• Resolution on the spot
• Behaviour breeds behaviour
• Communication style
• Routes out of conflict

LEARNING APPROACH
The programme focuses on the experiences of the delegates.  The results of a delegate self-assessment questionnaire are examined through theory and practical classroom sessions, demonstrations and exercises. The client’s own procedures and risk assessment documentation is incorporated into the exercises and theory sessions.

FEATURES
Course content is in-line with the Health and Safety Executive’s Nation Occupational Standards for Managing Work Related Violence.  Delegates will be assessed to these standards through practical exercises.  A follow-up delegate self-assessment questionnaire is completed six months after the event to measure the effectiveness of the programme.  This information is passed to the client.

For further information on our training courses and dates please call 0845 880 8108 or email hotline@catalis.co.uk