Course Content:

• Know how communication can be used to solve problems and reduce the likelihood of conflict
• Describe the factors that influence human responses in conflict situations
• Know how to asses and reduce risks in conflict situations
• Know how to communicate effectively and de escalate conflict in emotive situations
• Describe good practice to follow after conflict situations

By the end of the course, learners will:

• Understand the terminology used in conflict resolution
• Have knowledge of the laws that apply to businesses and their employees
• Understand the concepts of a safe working environment and how the risk of conflict can be assessed and resolved
• Have the ability to recognise potential confrontational situations and defuse conflicts before they escalate