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This course teaches candidates how to approach and successfully resolve conflict situations, as well as how to prevent them from occurring in the first place.
This QCF course is intended for anyone who may become involved in conflict situations, whether it involves customers, colleagues or the general public. It has a broad scope; through portfolios and multiple choice question papers, instructors look at how to assess a situation for immediate risks in conflict situations, as well as looking at the primary factors that influence human responses in such situations.
The course will also cover how communication can be used to pre-empt rising tensions and prevent conflicts before they occur. Candidates will be taught the best techniques for de-escalating a situation as it occurs, as well as the best practices to follow immediately afterward to reduce the likelihood of any further hostility.
The units are:
Managing Conflict in the Workplace When Dealing with Customers, Service Users or the Public
