Conflict resolution

Course outline

Our conflict resolution course helps frontline people to recognise and resolve challenging situations. They will be provided with the attitudes, behaviours and skills to resolve conflict in a safe and confident way.

Suggested attendees

All staff who face adults presenting challenging or aggressive behaviour over the telephone or face to face. Under legislation it is an employer’s responsibility to ensure that individuals and roles are risk-assessed in relation to violence and aggression.

This Education Conflict Resolution training course is aimed at all staff including:

  • Receptionist staff
  • Teachers
  • Assistant teachers
  • Management
  • Staff managing conflict in the workplace

Course content

Exploring conflict

  • Defining conflict
  • Common causes
  • Stages of conflict

Communication models and de-escalation

  • Conflict examples
  • Warning and danger signs
  • Communication models
  • Cultural differences
  • Communication and de-escalation

Procedural, environmental and legal responsibilities

  • Use of force legislation
  • Risk assessments
  • Policy and best practice
  • Mental Capacity Act

Incident reporting and support

  • Documentation and systems
  • Post-incident procedures
  • Options for support

By the end of this course your team will be able to:

  • Recognise conflict and the causes
  • De-escalate aggressive behaviour effectively
  • Understand procedural and legal context of violence
  • Provide post-incident procedures

At the end of this course your team will receive:

  • A certificate of attendance
  • Receive a course workbook
  • Access to a dedicated delegate resource area
  • Duration 3.5 hours

  • Delegates 16 Max

Delivery methods

IKON Live remote workplace
training

Our effective remote communications training enables your people to get the training they need wherever they are, with a real life IKON trainer, via Microsoft Teams.

Face-to-face
training

Many of our courses, especially those with physical skills, can be delivered in a face-to-face training environment, either at your venue or ours.

Train the
trainer

IKON’s Train the trainer service will enable your team to deliver motivational and insightful training that builds confidence and trust with delegates.

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