Conflict Resolution Training - Facilities, Retail & Leisure Sectors
Course outline
Our conflict resolution course is designed to enhance your peoples understanding, skills and knowledge in recognising, managing and resolving conflict situations effectively.
They will be provided with strategies, techniques, models and theories to address conflict in a constructive, safe and confident manner.
Suggested attendees
All frontline staff.
This Facilities, Retail & Leisure Conflict Resolution training course is aimed at all staff including:
- All new employees
- All public-facing staff
Course content
Understanding conflict
- Defining conflict
- Common causes
- Recognising behavioural changes
- Self-awareness in challenging situations
Communication models and de-escalation
- Listening models
- De-escalation strategies
- Negotiation skills
- Structuring conversations
Procedural, environmental and your legal responsibilities
- Risk assessments
- Policy and best practice
- Use of force legislation
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 key causes
- De-escalate situations effectively using positive communication
- Understand policy, procedures and the legal framework
- Report incidents effectively
At the end of this course your team will receive:
- A certificate of attendance
- Access to a dedicated delegate resource area via IKON Academy
Delivery methods
IKON Live,
live online training
Our effective remote communications training enables your people to get the training they need wherever they are, with a dedicated live IKON trainer.
Face-to-face
training
Many of our courses, especially those with physical skills, can be delivered in a face-to-face in-person training environment, either at your venue or ours.
Train the
trainer
IKON’s train the trainer service enables your team to deliver empowering motivational and insightful training that builds confidence and trust with their colleagues.
Other facilities, retail & leisure courses
- Breakaway
- Conflict Resolution & Personal Safety
- Lone Worker
- Managing Challenging Behaviour – Practical
- Managing Challenging Behaviour – Theory
- Resolving Telephone Conflict