Conflict Management Training for Managers, Supervisors & Team Leaders

Recommended for:

Managers, supervisors and team leaders who need a clear understanding of their key responsibilities in terms of conflict management.  These responsibilities include their contribution to primary measures (such as policy, procedures and risk assessment of job roles) and their management of incidents involving workplace violence (tertiary measures).

Duration:

This is a one day training course which can be tailored to the needs of the client and their organisation.

Course Overview:

The course increases delegates’ understanding of the vital role they play in the reduction and management of violence in the workplace and conflict resolution. Training in this area enables them to support staff following an incident of work related violence. The course assists delegates in the development of a range of strategies and skills for dealing with difficult situations and managing conflict. Training consists of two main elements: the prevention and management of violence (primary) and post incident management (tertiary).

On this course, scenario based learning is used to enhance the training using realistic situations.

Course Content and Objectives:

On completion of the course, delegates will have developed a better understanding of strategies used in assessing and reducing the risk of violence in the workplace and will be equipped with the skills needed for managing conflict. Training will cover the following key objectives:

• Identifying the factors which contribute to making a safer environment for staff and customers or service users to operate within.
• Developing and sharing of good practice.
• Developing service improvements through regularly debriefing and reviewing service with staff.
• Preparing for potential incidents (the “what if” scenario.)
• Rehearsing and role-playing potential incidents to ensure communications, roles, responsibilities and expectations are understandable.
• Defusing and resolving work related conflicts.
• Taking control of an emotional or sensitive situation and ensuring positive outcomes are generated.