1 Day – Personal Safety Awareness and Lone Working (including Conflict Management and Managing Behaviour)

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The Conflict Management and Managing Behaviour course is aimed at all staff and those may face angry, aggressive or demanding customers whilst undertaking their daily duties. It is also aimed at those staff who work and conduct interviews alone with customers and staff, who may face the threat of anger or aggression.

This course aims to raise awareness of the background to conflict and how actions can either make a contribution to calming or escalating a confrontation with a customer or a member of staff. The course will be inclusive of the following elements:

  • Identify the key components present in all angry confrontations
  • Recognise different stages of conflict escalation
  • Recognise the signs of conflict and aggression
  • Use skills to manage their words, phrases and body language when faced with an angry customer
  • Triggers to aggressive behaviour
  • Understanding customers’ needs when they are angry
  • How our safety can be compromised
  • Managing conflict ‘flashpoints’
  • Understanding our natural response to conflict
  • Understanding the impact of ‘red rag’ words and phrases
  • Structuring and controlling the conversation
  • Listening and calming the situation
  • Acknowledging difficulties and customer emotions
  • Managing unpredictability (drugs, alcohol, mental illness, etc.)
  • Saying ‘No’ effectively
  • Handling abusive behaviour
  • Issues of Lone Working
  • Personal Safety when Lone Working
  • Practical Exercises

Each delegate will receive course materials detailing the key points covered by the course and a certificate of completion, which will be posted within 14 days of the course date.

Maximum Number of Delegates: 16