Conflict Resolution

CMC Conflict Resolution courses are bespoke to meet individual client requirements Although we are based in Ipwich, we offer these course in locations around Suffolk and East Anglia 

Courses are flexible to meet the needs of the delegates, so whilst course content is listed below, trainers will add any additional material which they feel is relevant on the day.

Our Conflict Resolution courses include

Personal safety training

De-escalation skills

Conflict Management  

Managing complex and difficult behaviour in 1:1 situations

 

We also offer an Advice in the Workplace service

Corporate responses to violence in the workplace

Post incident advice/investigation/Debriefing

Risk assessment

  

Foundation Level Conflict Management

One Day

Max of 12 delegates (1 trainer) or 18 delegates (2 trainers)

No prior learning required

A mixture of theory and practical exercise to help create effective outcomes in managing conflict in the workplace 

This course include access to our support service for all delegates

Objectives

  • The context of workplace violence
  • Learning and practicing effective interventions in violent situations
  • Identify an individual's legal responsibilities
  • Identify an employers legal responsibilities

Conflict in the workplace always has a number of causes.  In this course, trainers discuss ideas about how to manage a difficult relationship with the another person in order to change the dynamic.  Even if you don’t always achieve your objective, you will be in a position to manage the outcome.

Course contents

Causes and background to conflict

  • Triggers to aggressive behaviour.
  • Understanding customers’ needs when they are angry.
  • Stages of conflict escalation.
  • How personal safety can be compromised.

Communication

  • What are good interpersonal skills?
  • Reading signs of aggression..
  • Managing conflict ‘flashpoints’.

Responding to Conflict

  • Understanding an individual’s natural response to Threat.
  • Awareness of body language during conflict.
  • Staying calm and managing personal responses.

Managing Conflict

  • Managing a structured conversation.
  • Active listening
  • Acknowledging the other person’s point of view.
  • Managing the effects of drugs, alcohol and mental illness etc. in conflict situations
  • Saying no effectively.
  • Managing abusive behaviour.
  • Using simple and practical strategies to staying composed.

Contact us for further information about this course

 

Intermediate Level Conflict Management 

This Course is tailored to meet organisation requirements and is based on a full training needs analysis.

Course contents

  • The one day foundation level course
  • One or one and a half days of physical breakaway and restraint training

Contact us for further information about this course

 

Advanced Level Conflict Management

This Course is tailored to meet organisation requirements and is based on a full training needs analysis.

Course contents

  • The one day foundation level course
  • Three days of physical breakaway and restraint training

Contact us for further information