Service Description

Course Objective This Unit will provider learners with a certificate in “Managing Conflict in the Workplace when Dealing with Customers, Service Users or the Public. This unit covers how to avoid and manage conflict situations. It is applicable in a range of roles where there is direct contact with customers, service users and the general public. Course Duration 1 Day Course Objective To achieve a successful Pass on the course learners will The demonstrate how communication skills can be used both to avoid conflict and to resolve problems.. It then considers the factors that influence human responses in a conflict situation, for example triggers and inhibitors, and moves on to ways in which to assess and reduce risks in conflict situations. The unit also covers how communication skills can be used to de-escalate conflict and post-incident issues, such as support and the importance of sharing good practice. Suitability This unit is intended for people who need a knowledge of conflict management when dealing with conflict with customers, service users or the public.