Dealing with Conflict

Overview:

Aim:

To assist all staff to be better prepared to deal with difficult and aggressive behaviour. This course will involve some small group work in a workshop format.

Aims & Objectives:

Course Objectives:

  • To identify the stages of a range of typical incidents and help staff members develop their own response strategies
  • Meeting and dealing with difficult and aggressive behaviour
  • Conflict resolution: the stages of an incident
  • Identifying what triggers an incident
  • Developing appropriate responses