Preventing & Managing Conflict

Conflict management training in Kent

Conflict management training in Kent

Are you expected to deal with challenging behaviour at work? Then you will benefit from the excellent conflict management and resolution courses by NVC Awareness Training & Consultancy.

Benefits of attending our courses 

You will further your knowledge, skills and understanding regarding incident or accident prevention and the management of safety at work, whether on site or when out and around your community areas. Through a range of shared strategies, you will know what can be done to effectively manage difficult or aggressive situations, whilst supporting colleagues in maintaining a positive and supportive working environment. The overall aim of our training courses is to review current practice, discuss alternative measures which will enhance your safety, whilst promoting a culture of positive customer (ie; service users, customers, residents, patients, students or others) service. 

Course standards and specifications

Our training courses and standards are accredited through:

• Institute of Conflict Management (ICM)
• Pearsons (previously known as Edexcel)
• British Institute of Inn-keeping Awarding Body (BIIAB)
• Qualifications Network UK (QN UK)

All delegates will receive: 
• A comprehensive Work Book 
• Certification 
• Post training support via email, telephone or text

Effective conflict management

Our Conflict Prevention and Management courses

Conflict Prevention and Management

Course overview
To enable staff in service provision (ie; service users, customers, clients, residents, patients, students or others) roles who from time to time may have to deal with conflict or challenging behaviours. The course will explore strategies which can be used to avoid, defuse or manage situations challenging behaviours in their workplace.

Course content: 

The course will cover: 
• Explore the individual perception of confrontation 
• Define the common causes of conflict and its effects 
• Recognise why, how and where conflict may occur in the workplace 
• Give examples of communication breakdown 
• Understand a range of communication models 
• Explain how attitudes affect behaviours 
• Describe how to manage conflict to achieve positive results

Certification awarded by the ICM

Conflict Management

Course overview

To enable staff who during the course of their work may need to defuse or manage people (ie; service users, customers, clients, residents, patients, students or others) who display challenging behaviour. Individuals will learn strategies, which may be used to raise awareness of how to assess, prevent and manage challenging behaviour through positive behaviour support. 

Course content   
                                                                                                                                                                     
The course will cover:      
• Explore the individual perception of confrontation
• Define the common causes of conflict and its effects
• Recognise why, how and where conflict may occur in the workplace
• Give examples of communication breakdown
• Understand a range of communication models
• Explain how attitudes affect behaviours
• Describe how to manage conflict to achieve positive results

Certification awarded through the BIIAB, ICM or Pearsons

    Conflict Resolution

    To enable frontline (ie; service users, customers, clients, residents, patients, students or others) staff to recognise different aspects of conflict that they may encounter and be able to understand and be aware of the different methods of resolving such conflicts by non-physical interventions.

    Course syllabus: 

    The course will cover: 
    • Describe some of the common causes of conflict
    • Describe different forms of communication
    • Give some examples of communication breakdown
    • Discuss examples of communication models that can be used to resolve conflict
    • Describe patterns of behaviour that may be encountered during conflict
    • Explain physiological and psychological impact of fear upon the mind and body
    • Understand the term reasonable force and how it applies in conflict resolution

    Certification awarded through the ICM


      Preventing and Managing Challenging Behaviour

      Course overview
      To enable delegates to learn strategies, in line with policies which will enable them to avoid, manage and defuse situations where challenging behaviour may be encountered. This course is for staff whose role brings them into direct contact with customers, clients, residents, patients, students or other service users.

      Course content 

      The course will cover: 
      • Identify the legal framework which underpins challenging behaviours
      • Define challenging behaviour
      • Know the causes of aggression and challenging behaviours
      • Recognise the warning signs of frustration, anger and aggression
      • Explore and develop skills towards managing challenging behaviours
      • Learn different components of effective communication 
      • Improve your awareness of dangerous situations
      • Reporting, recording and reflection

      Certification awarded through the ICM



        Conflict Management and Disengagement Techniques

        Course overview

        Individuals will learn how to recognise aspects of conflict that may be encountered within the workplace and to understand and be aware of different methods that can be used to resolve such conflicts. For those who may periodically find themselves working alone, but still faced with challenging behaviours, the course will explore communication skills and legislation relating to the use of reasonable force. 

        Course content                                                                                                                                                                       

        The course will cover: 
        • Explore the individual perception of confrontation
        • Define the common causes of conflict and its effects
        • Recognise why, how and where conflict may occur in the workplace
        • Give examples of communication breakdown
        • Understand a range of communication models - LEAPS
        • Explain how attitudes affect behaviours
        • Describe how to manage conflict to achieve positive results
        • Understand physical interventions and the legal and professional implications of their use
        • Understand how to reduce the risk of harm when physical intervention skills are used
        • Be able to use non-aggressive physical skills to protect yourself and others from harm
        • Be able to use ‘non-pain’ related standing and escorting techniques, including restrictive and non-restrictive skills
        • Understand good practice to follow after physical intervention

        Certification awarded through the ICM



          Lone Worker (and Disengagement Techniques)

          Course overview

          Definition of lone workers…people; who work alone on premises, who work separately, who work outside normal work hours, who work in the community.
           
          To learn primary control strategies that need to be in place, prior to providing out-reach support work across local community areas. If you are unable to remove the risk, how can we best ensure that we keep the risks to minimum through isolation and risk reduction strategies.
          Course content 

          The course will cover:
          • Define what is meant by the terms conflict and violence 

          • Communication model - LEAPS 

          • The law relating to the use of reasonable force 

          • Learning how to spot dangerous situations or persons before it is too late 

          • Defuse or escape from difficult situations
          • Learn disengagement skills 

          Certification awarded through the ICM




            Personal Safety and Breakaway Techniques

            Course content

            Individuals who are concerned about their personal safety and would like to develop strategies to proactively avoid, manage or defuse difficult or challenging behaviours. You will learn how to adopt an assertive position without being aggressive or over-bearing.  

            Course content:  

            The course will cover:
            • Define what is meant by the terms conflict and violence
            • Communication model - LEAPS
            • The law relating to the use of reasonable force
            • Learning how to spot danger and assess the threat 
            • Defusing or escaping from or difficult situations
            • Disengagement and breakaway techniques that can be used

            Certification is awarded through the ICM





              To enrol in any of our conflict management courses, call NVC Awareness Training & Consultancy, Kent on 
              0845 056 4343 or 07800 904 551
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