Conflict resolution and personal safety

Course outline

Combines the best of Conflict Resolution, Lone Worker and Breakaway for teams that face a higher level of risk on a day-to-day basis. It will raise self-awareness, improve confidence and teach people how to safely remove themselves from potential harm.

Suggested attendees

All frontline staff and those facing challenging or aggressive behaviour.

This Facilities, Retail & Leisure Conflict Resolution & Personal Safety training course is aimed at all staff including:

  • All new employees
  • Frontline staff
  • Public-facing staff
  • Those facing challenging or aggressive behaviour

Course content

Exploring conflict

  • What is conflict?
  • Common causes
  • Stages of conflict

Communication models and de-escalation

  • Delegate experiences
  • Communication models
  • Verbal and non-verbal communication

Procedural, environmental and legal responsibilities

  • Use of force legislation
  • Risk assessments

Lone working and personal safety

  • Policies and procedures
  • Best practice
  • Responsibilities

Distance, stance and positioning

  • Action vs. reaction
  • Tactical awareness

Disengagement techniques

  • Disengagement techniques
  • Medical implications
  • Scenarios

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 escalating behaviour
  • Reduce the risk of conflict occurring
  • Implement measures to successfully manage a conflict situation
  • Interpret procedural, environmental and legal context of violence
  • Safely remove themselves from harm

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 12 Max

Delivery methods

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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    • Thank you, a wonderfully engaging course. Will be sending my engineers soon with confidence that they will learn a lot from it.

      Grosvenor Facilities Management

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      Let’s talk 01473 927 333

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      Education and further learning Facilities, retail and leisure Health and social care Local authority and housing NHS Transport