This Course is designed to give an overall view of the skills, and techniques used in Conflict Management

 

Successful candidates will achieve 3 credits at level 2  awarded by  the Open College Network

 

Course content

• Introduction and course aims.  An outline of the course which will give candidates an opportunity to meet each other and the trainer.  Candidates will be able to discuss their prior experience and discuss what they expect from the course
• Implications of Health and Safety at Work Act.  Candidates will have an opportunity to look at the way this act affects the way in which they work and the duty of care of employers and employees.
• Threat Assessment.  Candidates will learn the techniques required to assess the level of a threat and ways in which to defuse a situation.
• Triggers to Violence.  Candidates will be made aware of situations, events and physical and psychological conditions which can trigger violence and the techniques required to calm a situation.
• Basic elements of communication.  Communication can be both verbal and through body language and techniques for the successful use of both will be learned.  Candidates will also learn techniques for building empathy and rapport.
• Post Incident Support.  It is important after an incident for stewards to be able to talk through what happened and to learn from good and bad practice and this will be discussed as part of the course.