What will I learn during the conflict management frontline staff training?


Learning to deal with conflicts is important because of the Health and Safety at Work, etc. Act 1974, which requires employers to provide a reasonably safe working environment for their staff.


The Conflict Management for Frontline Staff training course helps employees who work in customer-facing roles, dealing with general public or service users.
The nature of the course means it can be useful for anyone, from receptionists to teachers or restaurant workers.

On this course, you will learn about:

1. Using communication to reduce potential conflicts.
Positive communication can be used to reduce likelihood of conflict. By managing customer expectations effectively and identifying the differences between assertiveness and aggression you can cut down on any conflicts. You will learn to view situations from the customers’ perspective and formulate strategies to solve the problem.

2. Factors influencing human responses in situations of conflict.

You will identify human responses to threatening and emotional situations, as well as factors that can trigger or inhibit an angry response in others.

3. Assessing and reducing risks when dealing with a conflict situation.
You will learn how conflicts can escalate and be able to understand the importance of dynamic risk assessment to deal with conflict situations. You will also understand the importance of following your employer’s policies and guidance in such situations and be able to identify measures to reduce risks for those who may be involved.

4. Communicating effectively to de-escalate conflict in emotive situations
You will learn to use non-verbal communication to deal with emotive situations, overcoming any communication barriers. You will be able to identify ways to defuse emotive conflict situations on your own or in collaboration with your colleagues. You will also learn why it’s important to provide space and an exit route when dealing with an angry person.

5. Good practice to follow after conflict situations
You will learn the importance of seeking support following any incident as well as know the benefits of reflecting and learning from conflict situations. Also, you will learn about sharing good practice and contributing your own solutions to problems.

Learning about dealing with conflicts will not only earn you a certificate and make sure your workplace meets health and safety requirements , but it will also help you on a personal level as you can use what you learn in class in your everyday life.

To know more about the course and our training methods, call us on 0845 299 4049.

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