Conflict Resolution / Verbal DeEscalation

This is a half day Conflict Resolution training course suitable for all care staff.

Course Length. 3.5 hours

Introduction

This course is designed for those who sometimes face conflict situations from the general public, patients or students. It gives attendees the tools to recognise, prevent or deal with conflict situations in the workplace.

Course Contents

Background and legal requirements
Health & Safety at Work Act 1974
The cost of conflict – What is conflict?
Communication and barriers to communication
Words, tones, gestures and attitudes
Adult, parent and child states
The Betaris Box
A.U.N.C.H.
The Five Step Appeal Model
The control trilogy
Patterns of behaviour
Warning, danger Signs and impact factors
Fight or flight
Common Law and Criminal Law Act 1967

Course Outcomes

Successful completion of this training course will result in the award of a CPD accredited certificate covering all aspects of the above course contents.