Conflict management
The course raises participants' understanding of the background to conflict and the contribution they can make to either calming or escalating the confrontation. During the training day participants learn and practice key skills to build their confidence to maintain composure whilst de-escalating customer conflict.

Suitability -  who should attend?
All employees who have to face angry, aggressive or demanding customers or service users.

Aims of the course
By the end of this conflict management training course participants will be better able to:

•    Identify the key components present in all angry confrontations
•    Recognise different stages of conflict escalation
•    Recognise the signs of conflict and aggression
•    Maintain composure when responding to conflict and aggression
•    Use skills to manage their words, phrases and body language
•    Demonstrate skills to stay calm and manage angry customer behaviour

Training Course Content
Background to conflict:
•    Triggers to aggressive behaviour
•    Understanding customers’ needs when they are angry
•    Stages of conflict escalation
•    How our safety can be compromised
Recognising rising anger:
•    Reading signs and symptoms of aggression
•    Managing conflict 'flashpoints'
Responding to conflict:
•    Understanding our natural response to conflict
•    Understanding the impact of ‘red rag’ words and phrases
•    Managing our body language during conflict
•    Staying calm and managing our own responses
Managing conflict:
•    Structuring and controlling the conversation
•    Listening and calming the situation
•    Acknowledging difficulties and customer emotions
•    Managing unpredictability (drugs, alcohol, mental illness, etc.)
•    Saying ‘No’ effectively
•    Handling abusive behaviour
•    Solving the problem

Dates
5th - 16th May 2014: London
7th - 18 July 2014: Nigeria
22nd September - 3rd October 2014: Abu Dhabi
24th November - 5th December 2014: London

Cost
Two weeks training: £3,850
One week course: £2,200