Conflict Management

Would you like to support a culture of engagement and safe practice?

Most people join the caring or customer service professions to help people and make a difference, however can find themselves in situations as part of their daily work that can place them in difficult, dangerous or risky situations or handling conflict on a regular basis.

This can include working with people in emotionally charged situations, unhappy customers or with clients who have taken substances or are showing frustration or aggression towards workers for different reasons.

Today, even working in a customer services role can involve regular contact with upset or tricky customers.

Being prepared, being able to recognise situations as they develop and having the knowledge to intervene and de-escalate in the right way, or to disengage in more extreme situations, provides staff with key skills to promote safety and achieve better outcomes.

Solutions Focused

Increasing your skill set through increasing your knowledge, range of responses and ability to ‘set the scene’ for good interactions places you in a strong position to get better results and customer satisfaction.  Recognise the signs that indicate that a person is not willing to negotiate or compromise and find out how to keep your conversations and work solutions focused.

Why Us?

We provide training that is based on research and real life experience to promote safety and a work culture which supports individuals and staff to carry out their jobs as safely as possible.

An increasing number of job roles are requiring an ability to have difficult or challenging conversations.  Understanding how to maintain composure, direct a conversation constructively and maintain rapport where possible are key skills that can be learnt.

There are a number of reasons why you should consider us to be your provider of conflict management training, we have;

  • Frontline experience in Police, Customer Services and Social Care. We are not just trainers but have experience of frontline working. This enables us to provide you with knowledge that comes from direct experience and case studies as well as best practice.
  • Includes key areas including telephone conversations, home visits, office visits, everyday weapons, dangerous places in a house, reactionary gap, using intelligence, understanding the law and reporting.
  • Provides a strong foundation for creating a culture of safety and promoting care amongst staff.
  • Investing in staff safety shows commitment to lowering the risk of staff getting assaulted or injured when working with clients or members of the public.  Also promotes awareness of supporting employees emotional and mental health and wellbeing.
  • Strategies can be included in risk assessment policies and procedures, developing a good standard practice, setting expectations and providing support.