Description
1.Understand the definitions of Conflict Resolution (CR) and Conflict Management (CM)
2. Consequences of poor CR
3. HSE Definitions of violence in the Workplace
4.The Law
BREAK
Confirmatory Group activity
5. Weapons display and discussion
6. Reporting Techniques and procedures
LUNCH
Confirmatory Group activity
7. Recognition of Trigger Points
8. Challenging Behavior and violence
9. Build up of Aggression and violence
10. Communication between people
BREAK
Confirmatory Group activity
11. De-escalation Techniques
12. Attitude reflection
13. How to use your vehicle safely
Subject Areas
- Customer Service
- Health, Safety & Emergencies
- Industry Environment
- Personal Health & Wellbeing
- Physical/Mental Health & Wellbeing
- Professional Driver & Company Issues