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Conflict Management: Frontline Staff and Community Groups Training

Purpose of training: to equip frontline staff and community workers with the skills needed to help combat potential verbal, mental or physical attacks.

 Examples of potential candidates:
  • Security personnel
  • Entertainment door-persons
  • Community and lone workers
  • Nurses/carers
  • Receptionists
  • Car park staff

Course Breakdown
Full Day: Half-Day:
  • Introduction to what is conflict management
  • Health and safety
  • Incident report forms (IR2)
  • Factors that effect behaviour
  • The law
  • Being judgemental
  • Fear and adrenalin
  • The scale of behaviour
  • Entering unknown territory
  • Danger signs inside and outside
  • Approaching potential volatile individuals
  • Personal space
  • Key breakaway techniques
  • Role plays
  • Feedback
  • Introduction to what is conflict management
  • Health and safety
  • The law
  • Entering unknown territory
  • Danger signs inside and outside
  • Approaching potential volatile individuals
  • Personal space
  • Key breakaway techniques

All courses can be booked as a full day or a half-day, but it is strongly recommended that frontline staff and community workers receive the full day training in order to be fully equipped in dealing with potential abuse.

Full day courses run approximately 7 to 8 hours, depending on attendance. They include two ten-minute coffee breaks and one hour for lunch. Half-day courses run for approximately three hours. They include one ten-minute coffee break.