Conflict Management for Client Facing Staff

Course Duration
One Day

Course Cost
£1250

Participant Profile

> Newly appointed Managers / Team Leaders
> Prosepective Managers / Team Leaders
> Managers / Team Leaders who are    assuming greater responsibilities

Course Benefits

> Delegates will be given a good grounding in the essential elements of managing conflicts within their particular industry sector
> Delegates will leave the course far more confident in their dealings with the day to day issues that tend to arise within their working day
> The chances of conflict within the workplace will be considerably reduced
> Employer’s obligation to provide training for staff in this area will be fulfilled
> The chance of a legal claim against the business and/or practice will be greatly reduced as a result of correct training being followed

Key Topics

> Health & Safety Responsibilities
> Identifying Flashpoints
> Verbal & Non-Verbal Communication
> Dealing with the aggressive client / patient
> Communication Skills
> Calming Skills
> Physical evasion techniques
> Managing the client effectively
> Post-Incident procedures and reporting (De-brief)

Related Courses

> absence management
> corporate manslaughter
> effective staff appraisals
> effective interviewing skills
> managing diversity at work