Conflict Management / Aggression Management Training


Course overview:

The course aims to equip staff with skills to deal with conflict or aggression at work. The course looks at communication and behaviour as well as how legislation is used to protect employees. The use of group exercises is intended to allow delegates to address any issues they have.


Summary of Outcomes:

  1. Develop an understanding of Law relating to the management of conflict
  2. Assess & apply a risk assessment to all risks associated with dealing with conflict.
  3. Understand the importance of effective communication skills
  4. Understanding the risks associated with lone working & applying principals of safe working
  5. Identify post incident support & reporting procedures within your organisation

Programme Outline:

  • Introduction to workplace violence.
  • Understanding Reasonable Force: Common Law
  • Understanding Reasonable Force: Section 3 (1) of the Criminal Law Act 1967
  • Human Rights Act Article 2
  • Health and Safety at Work Legislation:
  • Sections 2, 3, 7 & 8
  • Regulations 3, 8 and 14 of Managing Health and Safety at Work
  • Self awareness
  • Proactive service delivery
  • Communication skills
  • Signalling non aggression
  • Defusing and calming
  • High risk conflict
  • Lone working protocol
  • Post incident support

This programme can be adapted for your specific needs.

PLEASE NOTE: All our Conflict Management trainers have attended the NHS CFSMS Conflict Resolution National Syllabus Familiarisation Seminar & are able to meet the 10 objectives as identified by CFSMS relating to the Conflict Management National Syllabus.

 Essential Info

Who should attend?

 Those employees considered being at risk of aggression whilst at work, for example, lone workers in the community and places where the public visit.

Teaching methods
  • Power Point presentation
  • Group Discussions, quizzes 
  • Written exercises & case studies

Duration of course

 One day

Number of delegate places
  • Minimum 6
  • Maximum 16

Trainers  Qualifications

All trainers have attended the NHS CFSMS Conflict Resolution National Syllabus Familiarisation Seminar & are able to meet the 10 objectives as identified by CFSMS relating to the Conflict Management National Syllabus. Lone Working & Conflict Awareness Corporate Personnel Training. Edusafe Personal Safety Programme

 

A Personal Safety Booklet is issued to all attending the course along with a certificate of attendance