How to spot potential conflict and what to do about it.
Being verbally abused, threatened or even physically assaulted is a shocking reality for some workers.
But regardless of what kind of job you do, being subjected to this behaviour is not a PART of your job.
Even though we know about the hugely damaging impact of conflict on performance, engagement and staff wellbeing, it is often assumed that people know how to handle these situations, using their 'communication skills'.
Well, not everyone has them.
It’s so common to hear 'I didn't see it coming' or 'It just happened so fast, there was no warning'.
Sometimes bad things do happen suddenly, but were there really no signs?
Do you even know what to look for? And most importantly, do you know what to do about it? What is the best way to calm things down?
So many questions...
Get the answers and so much more.
Our team of conflict management specialists have come together to provide you with evidence based guidance in this online awareness course. We've developed this course to be just as engaging and interactive as our face to face programmes.
Here’s what you get...
Access the full online course straight away, so you can move at your own pace. It's modular, so drop in and out anytime, and pick right back up where you left off.
Our specialist team share real world practical tips on how to prevent and manage conflict.
Learn 'best practice'
You will learn what to look out for and what to do, using tried and tested approaches.
None of the usual 'read text and click next'. Our course are designed to engage.
What’s in our Conflict Management
and Personal Safety Course?
Unit 1: A welcome message
Terry welcomes you to the course and sets out what's coming.
Unit 2: Opening Quiz
Find out how much you already know in this interactive quiz. In it we challenge some of the commonly held views about how best to resolve conflict.
Unit 3: Why do people get angry?
In this session we explore the reality of how our brains work, and what that means for managing potential conflict. We explore the underlying mechanisms that affect decision making, and trigger our Fight/Flight response. Is there a pattern?
Unit 4: How do you spot potential conflict and assess risk?
It's so common to hear 'I didn't see it coming' or 'It just happened so fast!' But was it really out of the blue? This is a really engaging session explores the factors we should consider when 'dynamically' assessing risk. We dig into everything from awareness states, to proxemics and more.
Unit 5: Deciding what to do
Identifying the potential for conflict is one thing, but what do I do about it when I see it? Each situation is different, so how do I decide what's appropriate? In this interactive module we introduce a model around which to base your decisions and demonstrate your thought process.
Unit 6: What can I do to calm things down?
All too often it is assumed that staff just know how to calm conflict, using their 'communication skills'. Well, not everyone has them! In this module we explore tried and tested approaches to prevent and manage real-world conflict.
Unit 7: After an incident
Being verbally abused, threatened or even physically assaulted is a shocking reality for some workers. But regardless of what kind of job you do, being subjected to this behaviour should never be accepted as PART of your job. In this module, we look at what to do after an incident.
Unit 8: How to look after yourself
Stressed brains make bad decisions. You are far more likely to have a short fuse and overestimate threat if there is lots of stress in your day to day life. In this module, we are going to introduce you to the simple, evidence based steps you can take to build your own resilience.
Unit 9: Knowledge Check
The final knowledge check to see how much we've taken in!
Unit 10: Closing thoughts
A closing message from Terry.
About The Trainer:
Terry is Director and Head of Training at Oakwood. With 15 years of front line experience as a police officer and specialist conflict management trainer, he knows that real life conflict doesn’t follow a script!
He believes that by understanding conflict and it's impact on wellbeing we will be able to prevent and resolve it more effectively. When he's not wrestling with his kids, he spends his time speaking, teaching and advising organisations on their approach to wellbeing and personal safety, and the link between them.
How much does it cost?
For My Company
Get full access for your organisation.
Let us know how many people you need the course for so we can suggest the most cost effective solution.
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Take Advantage Of Our Conflict Management Course Bundle Deal!
Save even more money by purchasing our full Online Conflict Management Course Library!
This bundle deal will provide you access to each of the courses below:
Our highly popular online course covers everything you need to both manage and resolve conflict.
Learn how to spot potential conflict in your retail work environment and what you can do about it.
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We know that you and your staff will love our courses.
Remember, we can alter any content to suit your specific needs to ensure you get the most out of your training. If, for whatever reason, you are unhappy with the course, we will give you a full refund.
Frequently Asked Questions
What about hosting?
Our courses can be hosted on our systems, or on your own LMS. If you don't have one, no problem. We will host it for you and give you your own group management portal so that you can monitor and manage your own learners.
How long is the course?
Typically between 1-2 hrs. Our system lets you jump back in and pick up where you left off. It's also mobile responsive, which means you can learn when it suits you, in the office or working more flexibly. Desktop, Laptop, tablet or mobile phone, we've got you covered.
Do I get a certificate?
Absolutely. You can download them in PDF format and print them off for your 'Wall of Achievements' if you like. You can also access them electronically through your profile page.
Can we just buy a Scorm file?
Click on the button to let us know what you need, and find out how we can help.
Can we brand it as our own?
Absolutely. We can ensure your branding appears in the course content, as well as on any certificate of completion.
Can the content be tailored?
Of course. We want to ensure our training does what you need it to do, and just like our face to face courses we can tailor content to meet your needs. We can include any additional content (eg trauma or menopause awareness), your policies and procedures as well as any additional resources or support details.