Conflict awareness course

DESIGNED FOR:
Everybody deals with conflict on a daily basis. Whether you are dealing with an awkward telephone caller complaining customer, or member of staff. The course was developed to provide employees with degrees of information/skills that you may require to protect yourselves and others from risk of violence and aggression. 

CONTENT:
•    Communication – verbal and non-verbal communication skills
•    Avoiding conflict – identify warning signs of potential threat
•    Self awareness – understand what happens to us when we are under threat.
•    Understanding conflict – rational versus emotional brain stereotyping and cultural differences
•    Reduce risk – avoid and defuse
•    Post incident – de-briefing, recording and support

COURSE ENTRY REQUIREMENTS:
No specific prior qualifications, learning or experience are required for the candidates undertaking the qualification. However, the nature of both the learning and assessment required for the qualification is such that candidates will need basic literacy and numeracy skills.

DURATION:
It is envisaged that learners will require 4 guided learning hours in order to complete this unit.