The

will be beneficial for executives, managers, supervisors, team leaders and employees at all levels or anyone who is likely to be involved in managing conflict situations at work.

Background to conflict

• Triggers to aggressive behaviour
• Understanding customers’ needs when they are angry
• Stages of conflict escalation
• How our safety can be compromised

Recognising rising anger

• Reading signs and symptoms of aggression
• Managing conflict ‘flashpoints’

Responding to conflict

• Understanding our natural response to conflict
• Understanding the impact of ‘red rag’ words and phrases
• Managing our body language during conflict
• Staying calm and managing our own responses

Managing conflict

• Structuring and controlling the conversation
• Listening and calming the situation
• Acknowledging difficulties and customer emotions
• Managing unpredictability (drugs, alcohol, mental illness, etc.)
• Saying ‘No’ effectively
• Handling abusive behaviour

Solving the problem

By the end of the course, participants will be able to:

• Identify Key triggers that can cause conflict
• Learn how to de-escalate aggressive people
• Learn how to diffuse volatile situations
• Recognise different stages of conflict escalation
• Recognise the signs of conflict and aggression
• Maintain composure when responding to conflict and aggression
• Use skills to manage their words, phrases and body language

Demonstrate skills to stay calm and manage angry customer behaviour