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.
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
- Assistant teachers
- Staff managing conflict in the workplace
- 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
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.
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.
IKON’s Train the trainer service will enable your team to deliver motivational and insightful training that builds confidence and trust with delegates.