Conflict Management

Level 2 Certificate in Conflict Management

Introduction

Incidents of violence, aggression and abuse towards those working in customer facing roles in both the public and private sectors are on the increase.

The City & Guilds Level 2 Certificate in Conflict Management is designed to provide learners with the basic understanding and skills to deal effectively with instances of workplace violence and aggression.

Course Content

Health & Safety Employment Law Criminal Law Risk Assessments
HSWA 1974;
Management of Health and Safety at Work Regulations 1999;
RIDDOR 1995.
The Employment Rights Act 1996;
Employee rights;
Withdrawing Services.
Human Rights Act;
Use of Force;
Criminal Law Act 1967;
PACE 1984;
Trespass.
Risk assessments;
Risk Reduction;
Avoiding Conflict;
Fight or Flight.
Communication Understanding Anger Customer Care Management of Workplace Violence
Communication;
Communication Barriers;
Body Language;
Aggressive Body Language;
Signalling Non Aggression.
Stimulus & Response;
Triggers;
Inhibitors.
Managing customer expectations;
Positive communication;
Customer Expectations;
Flashpoints.
Reporting an incident;
Personal reactions;
Sharing Good Practice;
Personal Action Plans.
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