Conflict Management Training - Transport Industry
Course outline
All frontline staff whose work brings them into direct contact with members of the public – under legislation it is an employer’s responsibility to ensure that individuals and roles are risk-assessed in relation to violence and aggression.
Suggested attendees
All frontline staff whose work brings them into direct contact with members of the public.
This Transport Conflict Management training course is aimed at all staff including:
- All new employees
- Revenue Protection
- Guards
- Gate-line staff
- Customer Services
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
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Duration 6 hours
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Delegates 16 Max
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.
Contact us:
We listen to our clients
Merseyrail has been working for IKON for almost ten years. IKON has developed programmes around conflict resolution and Travelsafe. Their delivery methods, adaptability, professionalism and knowledge in this area has allowed us to achieve our lowest passenger accident rate ever.
The course was great fun and very informative, would highly recommend.